We are a boutique, hands-on team of Experience leaders, collaborating with companies to rethink how to build the future.
Sofia is a results-driven leader in customer experience, dedicated to revenue growth and retention. Drawing from her background in advertising, she understands the significance of crafting comprehensive brand experiences right from the outset.
With a career spanning over 12 years, Sofia has focused on scaling B2B advertising technology start-ups. Her interest has been in building, growing, and scaling customer-facing delivery teams, including Customer Success/Account Management, Content Studios, Sales Planning, and more. Her achievements include scaling growth from $15M to $109M across 400 clients, a 216% increase in incremental revenue, and consistently maintaining an 80 NPS score, well above the global benchmark of 32.
Certified as an OKR Coach, Sofia has also shortened product adoption time by 50% and significantly improved client renewal rates. Her expertise and dedication make her a standout professional in her field.
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Holden is an experienced startup executive and 2x founder, specializing in scaling Customer Experience strategies across diverse industries.
After a decade of startup experience, she transitioned to consulting in 2019, bringing her expertise to companies facing pivotal moments. In her consulting work, Holden focuses on increasing retention and user success by aligning strategic efforts across organizations.
She has expertise in scaling teams both onshore and offshore to drive impact for teams. Holden has held multiple leadership roles, including Interim VP of CX at Mercato, a grocery delivery company that achieved remarkable growth during the Covid-19 pandemic. She has also held leadership roles at Ladder, LeBron James' supplement brand, as Head of CX, and was VP of Operations at HelloTech, an on-demand in-person tech support team.
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