Type: Internal · Ongoing

Tools: Asana · Notion · Klaviyo · Claude AI

Status: Promoted to Head of CS in 9 months · Managing $7K–$10K AUD recurring monthly revenue

The situation

Joined Flowstate as its first dedicated Customer Success Manager. No onboarding playbook, no training documentation, no formal feedback loop, no structured handover between Sales and delivery. Client satisfaction was inconsistent and entirely dependent on individual relationships rather than repeatable systems.

What I built

• End-to-end client onboarding programme — welcome workflows, milestone check-ins, training workshops
• Feedback collection pipeline connecting customer insights to product development sprints
• Campaign management workflows reducing handoff friction between client-facing and creative teams
• Notion Growth Portal — minimalist client reference hub separating Asana (delivery) from Notion (strategy, reporting, decisions, assets) — under 10 minutes maintenance per client per month
• Account health frameworks for tracking retention risk across all active brands
• Pioneered AI training initiatives — equipped team with practical Claude-based tools and workflows
• Led organisation-wide project management system across all departments
• Authored and implemented 4 SOPs covering Asana workflow management, WIP meetings, client re-engagement, and problem-solving frameworks

Outcome

Promoted to Head of Client Success within 9 months — a role that had not previously existed at Flowstate. Now managing $7K–$10K AUD in recurring monthly revenue across 10+ simultaneous brands.

📎 Linked SOPs & Frameworks

All SOPs below were authored or co-authored by Chrisyl. Full documents in SOPs & Frameworks folder: