Customer Success Consulting

Retention isn't luck.
It's the strategy your company doesn't have yet.

I help professionals and companies treat retention as a growth engine — with diagnosis, method, and execution, not guesswork. It's the area leaving the most money on the table when nobody actually looks at it.

I want to specialize in retention I'm a company, I want consulting

Retention > churn

Where to start

Three ways to work on retention with me — pick yours.

The entry offer is mentoring: it's where most of my clients start before moving into consulting or B2B referrals.

★ CS Lab — Start here

For Customer Success professionals

Become the go-to expert on retention inside (and outside) your company

You already know how to run CS day-to-day — but you still don't know how to structure retention as a strategy, position yourself as a specialist, or take the next career step without relying on luck.

I want my mentoring

Offer · CS Lab Individual or group mentoring — technical training in retention, positioning, and career planning in CS.

For SMBs and startups

No structured retention strategy

Customers come, customers go, and nobody really knows why. Without a process, retention depends on luck — and on whoever puts out the fire first.

Offer Diagnostic consulting and building a retention strategy from scratch.

Request a diagnosis

For B2B companies with mature CS

CS is structured, but NRR is stuck

The CS team exists, but churn isn't dropping and revenue from the existing base isn't growing like it should. What's missing is optimizing what's already there, not starting over.

Offer Expansion and retention optimization consulting to increase NRR.

Talk about expansion

Julia Jacques

Customer Success Consultant specialized in Retention

32%

Churn reduction

18%

NRR increase

$40M+

ARR managed

10+

Years in Customer Success

With more than 10 years of experience in Customer Success, she has worked across SaaS platforms, the marketing automation ecosystem, and both B2B and B2C portfolios. She was Head of Customer Success at Instill, where she built the CS function from scratch — processes, KPIs (Health Score, Adoption Level, Accounts at Risk) and success frameworks — and held Account Management roles at ActiveCampaign, RD Station, and Booking.com. She has been a Customer Success mentor at Ementor.br since 2023 and is the founder of CS Lab, a consultancy focused on helping B2B SaaS companies increase valuation through retention, adoption, and revenue expansion — with strategies applied to AI and automation.

Post Graduate Diploma in Business Management from the Institute of Commercial Management (London) and a Bachelor's degree in Tourism and Hotel Management from Universidade FUMEC.