Dora Dalli — Fractional Head of Customer Success

Case studies

JFJ TransportSaaS · Freight Brokerage
USA, Remote · 2021–Present

Built and led a 10-person CSM & Sales team responsible for retention across a portfolio of major accounts on a custom-built SaaS platform. Introduced systematic health scoring — combining NRR, NPS, CSAT, TTV and ticket volume — to predict churn before it happened and structure renewal conversations around real usage data.

+60% revenue growth +40% retention Team of 10

VEFA Immo NeufSaaS · Real Estate Data
France, Remote · 2015–2019

Managed CSM strategy for a portfolio of notaries, financial advisors and real estate agencies on a platform covering 20,000+ property developments. Designed a modular licensing model that turned product adoption into a structured upsell engine, while NRR tracking prioritised where the team spent its time.

+25% revenue +60% conversion rate ~20 key accounts

Media MaxMarketing Tech
Canada · 2005–2007

Directed Customer Success & Marketing for clients across North Africa, building onboarding and renewal processes from the ground up alongside the Canadian product team. Multilingual relationship management was the differentiator — turning language fluency into faster adoption and stronger loyalty.

6–7× renewal budget +25% retention Team of 8

What people say

"Dora is the most professional, intense, energetic and hardest worker we have ever had on our team. She is a natural leader — understanding how to individually motivate each person to get the best results. Her true gift is her heart: it goes beyond business and channels through her care for what's best for people. She consistently outperforms what seem to be her limitations every time, and has shown an uncanny ability to be an overachiever in B2B development."

Jimmy Rizo

CFO · JFJ Transportation Inc, USA

"I recruited Dora and watched her prove herself year after year — consistently ranked among our top 3 performers in a team of 35, from her very first year. I later trusted her to manage a sales team and train over a hundred people in our sales processes. Her field efficiency, her professionalism in managing people, and her natural service culture make her an exceptional leader. I have no doubt she will be a major asset to whatever organisation she joins."

Philippe Mazzola

Co-Founder · VEFA Immo Neuf, France

"Dora was the most precious support when I was looking for an apartment to purchase on the French Riviera. She proposed several opportunities, negotiated the purchase, and helped me through every step. She was patient and available to discuss all my doubts — and thanks to her experience I solved every open point in the best possible way."

Daniela Marconcini

Project Manager · Client

How we can work together

Ongoing

Fractional Head of CS

Embedded part-time leadership — typically 2–3 days a week — owning your retention strategy, health scoring, QBR cadence and CS roadmap as if I were on your team.

Project

CS audit & playbook

A focused engagement to diagnose churn drivers, build your first (or next) onboarding and renewal playbook, and set up the KPIs that actually predict risk.

Interim

Coverage & expansion

Stepping in during a leadership gap, a market expansion, or a hiring search — including direct relationship management with French- and Italian-speaking accounts.

About

I've spent over a decade inside Customer Success — and the years before that in sales and account management, which is exactly why I treat retention as a revenue function, not a support one. I've built CS teams from scratch, inherited messy ones, and turned both into systems that predict churn before it happens.

What I bring beyond the playbook is range: B2B and B2C, SaaS and real estate tech, France and North America, five languages and a genuine comfort working across cultures. If your customers speak French or Italian, that's not a translation problem I solve after the fact — it's native, from the first onboarding call.

I'm based on the French Riviera and work remotely with teams across Europe and North America.

Retention is a language.
I speak five of them.