SendCloud Day 1

PM since November 2024 - relatively new to the role (about 9 months). Grew up internally from Customer Success Rep starting in 2018. Spent 6+ years at SendCloud, worked through Team Lead Tech Support before becoming PM. She deeply understands customer pain points from her support background.

Frictionless merchant experience. Running the "Double Down" initiative which focuses on fixing basics for customers. User-centric product development. She posts about her struggles and wins as a new PM - values authenticity and vulnerability.

She is new to PM role - her credibility is partly on the line with bringing you in. The previous consultant failed, so there is pressure for this to work. She may be seeking validation and support as she navigates her new role.

Both navigating relatively new roles. Both deeply focused on customer experience. She has been vulnerable about her struggles publicly - authenticity matters to her.

Lead Product Designer since November 2025 - just promoted, very recent. Owns Product Experience, UX/UI Design, UX Research, and Usability Testing. Came from Tracey (which SendCloud acquired) - joined July 2023. Does not post much on LinkedIn - more reserved and private.

Design quality, user research, usability. Product experience ownership. Getting credit for his work as a newly promoted lead.

Recently promoted - may be protective of his domain. Onboarding UX is his territory. The contract was shortened from 3 months to 1 month after his interview - he may have raised concerns. He might feel a consultant is stepping on his turf.

CS Enablement since August 2025. Previously Team Lead Customer Support at SendCloud. Background in logistics - worked at DHL Freight and Arvato SCM Solutions. Does not post on LinkedIn - more private person.

Customer value, growth, sustainable collaborations. Helping customers maximize product utilization. Her role is directly about enabling customer success.

She is in Customer Success Enablement, NOT data analytics as you initially thought. Verify this in the meeting. Maud is the actual data person.

Both focused on customer success. Both want customers to get value from the product. Your onboarding work directly supports her enablement goals.

Sales Team Lead since August 2024. Grew up at SendCloud - started as Junior Account Executive in June 2020, progressed through AE, Senior AE, then Team Lead. Has Northwestern Kellogg education - ambitious and business-minded. Does not post on LinkedIn.

Sales pipeline, team performance, deal flow. Proving the value of the sales motion. His team's success and recognition.

PLG could threaten his team's territory - if SMBs go self-serve, his team loses those deals. He has seen the previous consultant fail and charge 10K for nothing. Sales teams are often skeptical of consultants and "product-led" initiatives that reduce their pipeline.

Junior analyst since March 2024. Recent Tilburg University graduate (2023). This is her first real corporate job - she came from a thesis internship at Datacation. Does not post on LinkedIn.

Learning, proving herself, doing good analytical work. Getting experience and building her skills. Being seen as competent and valuable.

She is your actual data partner. When you need analytics, funnel data, cohort analysis - she is the one who can pull it. Junior, eager to help, and likely happy to collaborate with someone more senior.

Growth Marketing (Retention and Expansion) since February 2025. Has 20+ years of marketing experience across Philips, BCT, Adchieve, and more. HubSpot expert. Most importantly: HE RUNS HIS OWN CONSULTANCY (Sterkon) on the side since 2018.

Retention metrics, expansion revenue, lead nurturing, marketing automation. As someone who runs his own consultancy, he understands the value (and the BS) of consulting work.

Your onboarding work directly impacts his retention metrics - this could make him an ally or a skeptic depending on positioning. As a consultant himself, he will evaluate you critically and spot any fluff immediately. He knows what good consulting looks like.