I've been inside the CX machine. I know what breaks, and how to fix it.
Hi, I'm Maureen Geisler. I've spent 12+ years working inside B2B SaaS Customer Success and CX teams — as a manager, a director, a renewals leader, and now as the founder of CX Impact Lab. I've managed $10M+ books of business, built onboarding and escalation frameworks from scratch, and spent years figuring out why smart teams still lose clients they shouldn't.
The answer is almost always the same: not enough structure, not enough consistency, and not enough shared process. So I built something to fix that.
A few things worth knowing about me:
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12+ years in B2B SaaS Customer Success, renewals, and CX leadership
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Managed and exceeded renewal targets on $8M–$10M ARR portfolios
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Built CS processes at companies like Watermark Insights, Frontline Education, and Campus Labs
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Former Director of Customer Success and Director of Planning & Assessment
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Currently an Adjunct Professor of Legal Studies at Purdue University
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J.D., Touro Law School — yes, I'm also a lawyer. It makes me very good at contracts and negotiations.
What makes me different:
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I'm not a consultant who parachutes in with a framework and leaves. I've actually done this work — built the playbooks, run the QBRs, negotiated the renewals, managed the escalations. CX Impact Lab is the distillation of everything I've learned about what actually works, made accessible to the teams who need it most.
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If you're looking for someone to help your team get more consistent, more effective, and more confident — I'd love to talk.