About Me

I've spent my career on both sides of the table. I've been the customer struggling with integrations, compliance headaches, and unclear communication. Now I'm the CSM who gets it because I've lived it.

My approach is grounded in operational empathy: I don't just manage accounts, I solve real problems with context and clarity. Whether it's AR automation, utility payment processing, or fintech workflows, I bring domain expertise and a builder's mindset to every engagement.

My CS career spans 9 years of hands-on CSM work in fintech and B2B SaaS, backed by 13 years on the customer side in utility payment operations -- which is where the operational empathy comes from. I've built CS functions from scratch, managed enterprise books of business, and delivered EBRs to C-suite stakeholders across utilities and insurance verticals. I do my best work where CS, onboarding, and implementation overlap -- where getting a customer to value isn't just a handoff, it's the job.

The tools and frameworks in this portfolio aren't just demos -- they're things I actually built to make CS work better. If I couldn't find the right tool, I built it. That same instinct shows up in how I support my customers.

If you're a hiring manager or secuiter: I'm actively looking for my next role in Customer Success, onboarding, or implementation -- ideally in fintech, AR automation, payments, or utility tech. I'm based in the Dallas-Fort Worth area and open to remote. Feel free to reach out directly at sonya.freeney@gmail.com or connect on LinkedIn.