About Me
Meet Esther
I'm an Operations Leader and Customer Success Executive with more than six years of experience helping startups build scalable systems, improve processes, and create exceptional customer experiences.
As Director of Customer Success & Operations at CloseHack, I lead a remote team while partnering closely with leadership on operations, product development, onboarding, and strategic initiatives. I enjoy bringing order to complexity by building practical workflows, documenting processes, and creating systems that help teams collaborate effectively.
I'm passionate about continuous improvement, leveraging AI and automation to increase efficiency, and helping organizations grow through thoughtful operations and strong customer relationships.
Featured Projects
Client Onboarding Dashboard
The Challenge: As our client base grew, it became increasingly difficult to track onboarding progress across multiple departments while keeping leadership informed.
My Solution: I designed and continue to manage a centralized onboarding dashboard that tracks every active implementation, including ownership, milestones, blockers, outstanding tasks, and launch readiness.
The Impact: Today, the dashboard serves as the primary operational hub for my team of eight, providing clear visibility into priorities, improving accountability, and helping us deliver a more consistent onboarding experience for more than 500 active clients.
Product Development & Backlog Management
The Challenge: As new feature requests, bug reports, and product ideas accumulated, it became increasingly difficult to prioritize work and maintain visibility across the development pipeline.
My Solution: Working closely with our CTO, I organized and prioritized the product backlog based on urgency, business impact, customer feedback, and technical dependencies. I helped document requirements, clarify ownership, and ensure communication between technical and non-technical teams.
The Impact: The development process became more organized, leadership gained greater visibility into priorities, and the team was able to focus on the highest-impact initiatives while reducing confusion and duplicated effort.
Knowledge Base & Client Education
The Challenge: Clients often had questions that repeated throughout onboarding and after launch, creating unnecessary support requests and inconsistent training.
My Solution: I developed more than 200 help articles, tutorials, and training resources while producing video walkthroughs that allowed clients to learn at their own pace.
The Impact: Our knowledge base became an essential self-service resource, improving the onboarding experience, reducing repetitive support requests, and giving clients confidence in using the platform independently.
Reducing Revenue Churn Through Systems
The Challenge: When I joined CloseHack, customer support was managed almost entirely through individual email inboxes. Requests were difficult to track, follow-ups were inconsistent, and there was little visibility into outstanding issues.
My Solution: I helped transition our support operations from email to a centralized system using Zendesk for customer support and Trello for internal project tracking and collaboration. We standardized support workflows, improved accountability, documented processes, and created better visibility into customer issues and onboarding progress.
The Impact: Within the first year, revenue churn decreased from approximately 20% to just 2%. Those operational foundations continue to support our team today.
Leadership & Entrepreneurship
Leadership & Operational Philosophy
I believe the best operations are the ones people barely notice. Strong systems create clarity, improve accountability, and help teams focus on meaningful work instead of unnecessary complexity.
Throughout my career, I've partnered closely with leadership to build scalable processes, document workflows, improve communication, and create operational visibility across teams. I've also supported leaders operating within the Entrepreneurial Operating System (EOS), gaining valuable experience with accountability, meeting rhythms, Rocks, process documentation, and execution. Those experiences reinforced my belief that simple, well-designed systems are far more effective than overly complicated ones.
Entrepreneurial Ventures
Outside of CloseHack, my husband and I founded Vicious Pickleball Labs, a community-focused brand dedicated to making high-quality pickleball equipment more accessible while supporting the growth of our local pickleball community.
Building a business from the ground up has given me hands-on experience in operations, Shopify, vendor management, bookkeeping, product sourcing, marketing, customer experience, and strategic planning. Like every startup, it has required adaptability, creativity, and a willingness to continuously improve as we grow.
Whether supporting a SaaS company or building our own business, I enjoy creating systems that help organizations operate more efficiently and deliver exceptional experiences.
My Experience
Education
Work Experience
I earned my Bachelor of Arts in Sociology from California State Polytechnic University, Pomona, graduating Magna Cum Laude in 2016.
My education strengthened my understanding of communication, human behavior, and organizational dynamics, which continues to influence my approach to leadership, operations, and customer success. I'm passionate about lifelong learning and regularly explore new technologies, AI, and process improvement strategies to continue growing professionally.
Work Experience
Work Experience
Throughout my career at CloseHack, I've helped build and scale the company's operations by creating onboarding systems, improving workflows, leading customer success initiatives, and supporting strategic growth. My responsibilities have ranged from hiring and training team members to coordinating product development, managing client onboarding, overseeing billing and documentation, and implementing processes that improve efficiency across the organization. I enjoy building systems that help both people and businesses grow.
Skills
I thrive in fast-paced, entrepreneurial environments where I can bring structure to complexity and help teams operate more effectively. My experience spans operations, customer success, executive support, project management, and process improvement, with a strong focus on building scalable systems that support both business growth and exceptional customer experiences. I'm proficient with tools including Google Workspace, Zendesk, Trello, Airtable, Shopify, QuickBooks, Zapier, WordPress, and AI-powered workflows, and I enjoy learning new technologies that improve efficiency and collaboration.
Projects
Certifications
I enjoy building and improving systems, whether for a growing company or a new business venture. At CloseHack, I've led projects ranging from implementing new platform features and creating scalable client onboarding workflows to producing more than 200 training videos and improving internal processes that support our team and clients.
Outside of my full-time role, my husband and I founded Vicious Pickleball Labs, a brand dedicated to making high-quality pickleball equipment more accessible while supporting our local pickleball community.
Certifications
Certifications
Certifications
I believe continuous learning is one of the most valuable investments you can make. I've completed coursework in customer experience, leadership, business operations, AI, 3D modeling, and additive manufacturing, while regularly expanding my knowledge through books, podcasts, and hands-on experience. I also hold an active California Real Estate License, giving me additional insight into the industry I've supported throughout my career.
Tools & Skills
Certifications
Certifications
ChatGPT & AI Workflows
Google Workspace
Airtable
Trello
Asana
Zendesk
HighLevel
Shopify
Zapier
QuickBooks
Gusto
Loom
Slack
Google Analytics (GA4)
Google Search Console
Looker Studio