B2B SaaS · Fintech · Latin America
Customer success. Operations. Revenue. Latin America.
Independent advisory for founders and leadership teams navigating critical operational decisions - building CS functions, designing operating models, improving NRR, and scaling in Latin America.
Start a conversationWhat This Is
A decade of senior operator experience at Director and VP level, in venture-backed B2B SaaS, AI-powered fintech, and technology companies across Mexico, Latin America, and Africa.
Every engagement has required building something that did not yet properly exist - a customer success function, an operating model, a regional operation. The result is a structured function that runs without the founder in every decision.
Frameworks are built for the specific context. Deliverables are designed for the internal team to execute. The bias is outcomes over process elegance.
Engagements
The team is reactive. No structured onboarding, no health scoring, no renewal process. Churn is high and the root causes are unclear.
→ CS Architecture SprintGrowth has broken processes. Every significant decision flows through leadership. Teams are siloed and handoffs fail regularly.
→ Ops Architecture SprintLosing more from churn than gained from expansion. No structured renewal process. The CS team has no commercial mandate.
→ CS Transformation ProgramHQ assumptions about the region are wrong. The operating model that worked in Europe or the US does not translate.
→ Ops Transformation ProgramA new CS or Ops leader wants an honest external read of what works, what doesn't, and what to fix first.
→ DiagnosticThe board is strategic, not operational. An advisor with operator depth would change how decisions get made.
→ Advisory RetainerServices
Both domains serve companies already operating in Mexico and Latin America, and international companies entering the region.
Building or rebuilding the post-sale function so it retains clients and grows revenue. Onboarding, health scoring, renewal, and expansion playbooks. The work that moves NRR above 110%: churn root cause analysis, account segmentation, and a customer success team with a real commercial mandate.
Designing an operating model that grows with the company so the founder is no longer the operational hub. Accountability frameworks, KPI systems, OKRs, RACI, and the cross-functional processes that hold under headcount growth. For international companies entering the region, the same work extends to country setup, team structure, and local process adaptation.
Each domain is delivered through one of four formats - sized from a focused diagnostic to an embedded transformation program.
Fees are fixed by format. Scope confirmed in writing before work begins.
Review of the organisation against the chosen domain. Findings, root causes, and a prioritised roadmap of implementation initiatives. A standalone deliverable, or the first phase of a sprint or program.
Diagnostic plus a company-specific architecture: operating designs, playbooks, governance, KPIs, and org or process architecture. The blueprint the internal team executes against. Team training is not included.
Three sequential phases: diagnostic, architecture and design, then transformation support. The third phase includes implementation guidance and selected team training. Can transition into an Advisory Retainer for continued support.
Ongoing senior advisory for leadership teams, after a project or as a standalone engagement. Used for sustained operating support, decision sparring, and continuity once an internal team is executing.
A diagnostic can stand alone, or its findings can inform a subsequent sprint or program.
Engagement Model
Every engagement starts with a direct exchange to understand the situation and assess fit.
If there is fit, a written proposal defines objective, scope, deliverables, timeline, and fee. Nothing begins until the scope is agreed in writing.
Work proceeds against the agreed scope, with defined milestones and reviews. Deliverables are reviewed together, not sent without context.
Each project closes with a formal handover. The work is designed for the internal team to execute independently.
Some clients move to a monthly retainer afterward. Offered selectively. Only 2–3 engagements active at a time.
Contact
If the situation described anywhere on this site matches something you are working through, a direct message is the right first step. No intake process, no consultation fee, no obligation.
A short exchange is usually enough to determine whether there is a strong fit. If there is, a scoped proposal follows. Capacity is limited to 2–3 active engagements at a time.
Prefer email? Write directly to contact@meridioadvisory.com