Dora Dalli — Fractional Head of Customer Success

How we can work together

Ongoing

Fractional Head of CS & Sales

Embedded part-time leadership — typically 2–3 days a week — building and leading your CS and Sales teams, owning retention strategy, health scoring, QBR cadence and revenue expansion for B2B SaaS startups and scale-ups.

Project

Churn Detection & CS Playbook

I see the KPIs as a puzzle — every NRR, churn indicator, NPS and health score is a piece. A focused engagement to read that puzzle, diagnose risk early, and build the playbook that keeps your accounts growing.

Interim

Sales Support & Revenue Expansion

B2B sales support, upsell and cross-sell strategy, and direct account management — including relationship management with French- and Italian-speaking markets.

Case studies

JFJ TransportSaaS · Freight & Logistics
USA, Remote · 2021–Present

Built and led a 10-person CS & Sales team responsible for retention across a portfolio of major B2B accounts on a custom-built SaaS platform. Introduced systematic health scoring — combining NRR, NPS, CSAT, TTV and ticket volume — to detect 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
France, Remote · 2015–2019

Managed CS and Sales strategy for a portfolio of B2B accounts on a platform covering 20,000+ property developments. Designed a modular licensing model that turned product adoption into a structured upsell and cross-sell engine, while NRR tracking prioritised where the team spent its time.

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

Media MaxMarketing SaaS
Canada · 2005–2007

Directed Customer Success & Sales for B2B clients across North Africa, building team processes and renewal strategies from the ground up. Multilingual relationship management was the differentiator — turning language fluency into faster adoption, stronger retention and expanded upsell revenue.

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

About

I started in Sales — which is exactly why I treat Customer Success as a revenue function, not a support one. Over the past decade I've built CS and Sales teams for B2B SaaS startups and scale-ups across the marketing, real estate, logistics and sales industries, from the first hire through to full-scale retention systems.

I see the KPIs as a puzzle: NRR, churn rate, health score, NPS, TTV — each metric is a piece, and the picture they form tells you exactly where an account is heading. That's how I detect churn before it happens, and turn at-risk accounts into upsell and cross-sell opportunities.

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

Retention is a language.
I speak six of them.