Hello, I am Yas Longoria
I’m a customer experience and support leader who has spent the last decade building and scaling post-sale organizations in B2B SaaS. My work sits at the intersection of customer support, customer success, and operations—designing the systems and structures that allow companies to support customers effectively as they grow.
Over the course of my career, I’ve led global teams, supported tens of thousands of customers, and built operational frameworks that improve retention, efficiency, and team performance. I’m drawn to complex operational challenges and the opportunity to build organizations that deliver both strong customer outcomes and meaningful business impact.
How I Approach Post Sale Customer Experience
Customer experience is an operational discipline
Strong customer experience doesn’t happen by accident. It’s the result of clear processes, well-designed systems, and teams that understand how their work impacts the customer journey. My focus is on building the operational foundation that allows support and success teams to scale without sacrificing quality.
Support and success should work as one system
Many organizations separate customer support and customer success into silos, which creates friction for both customers and internal teams. The most effective organizations treat post-sale experience as a unified system, where support, success, product, and operations work together to solve problems and drive long-term retention.
The best teams are built through trust and clarity
High-performing customer organizations don’t happen without strong leadership. Over the past decade I’ve focused on building environments where people feel supported, expectations are clear, and leaders are developed from within. This approach has allowed my teams to perform at a high level while maintaining 100% employee retention.
Customer experience should drive business outcomes
Customer experience isn’t just about solving tickets or running QBRs. When post-sale organizations are designed well, they improve retention, protect revenue, and give product teams better insight into customer needs. My work focuses on building systems that connect customer experience directly to measurable business results.
What I've Built and Scaled
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Built Mitel’s first scaled customer success model supporting a $10M MRR customer base at a 50-year-old global technology company
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Led global support and customer success organizations serving 18,000+ customers across multiple SaaS platforms
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Designed operational frameworks that improved retention, support efficiency, and customer experience
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Developed leadership structures that maintained 100% employee retention across more than a decade of leadership
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Implemented scalable onboarding, support, and knowledge programs to support rapid SaaS growth
What I’m Focused On Today
Today I work with SaaS companies through Post Sale Labs, helping organizations strengthen their post-sale operations and build scalable customer support and success programs.
I’m also exploring my next full-time leadership opportunity, where I can continue building and scaling high-performing post-sale organizations in fast-growing SaaS environments.
Why This Work Matters
Customer support and customer success are often treated as reactive functions, but they sit at the center of the customer relationship. When post-sale teams are supported with the right systems, leadership, and operational clarity, they become one of the strongest drivers of retention and long-term growth.
Throughout my career, I’ve focused on helping organizations build stronger foundations for customer experience — creating environments where teams can perform at their best and customers consistently receive the support they need to succeed.