Is Your Customer Support Experience
Quietly Leaking Revenue?
Most SaaS teams don’t notice churn until it’s too late. But the signals are already there:
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Onboarding drop-offs
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Slow support escalations
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Usage stalls
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Unclear ownership across teams
Velora CX helps you connect these dots, fix the root issues, and stop revenue leaks before they show up in your board deck.
Start With a CX Intelligence Sprint™
Uncover friction, prioritize quick wins, and get a revenue-aligned roadmap
—in under 4 weeks.
What’s Included:
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CX audit of top churn signals
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Retention risk snapshot
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Action plan with async or 1:1 follow-up
Laura’s ability to align support, product, engineering, and sales teams made her a key driver of company-wide improvements. She communicates complex challenges with clarity, ensuring stakeholders are always aligned.
-Mark Holder
Former COO at Checkfront | Startup Growth Advisor/Co-founder at Tourismo
Real Results: How We Drive CX Impact
Trusted by growth-stage SaaS teams driving toward scale, exit, or retention lift.
$150M Industry Rollup
CX strategy contributed to successful acquisition.
50% Faster Response Times
Optimized workflows and automation.
98% CSAT During Growth
Maintained service excellence while scaling.
90% SLA Across Channels
Efficient support operations that deliver results.
Laura built our technical support function into a high-performing powerhouse. She has an incredible eye for talent, consistently bringing on outstanding team members and creating an environment where they could thrive and crush their goals.
-Angela Heald
Head of Marketing at Jobscan
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Meet Laura — Founder, CX Operator & Strategist
Hi, I’m Laura Sinclair Faunt, and I help SaaS companies transform customer experience into a powerful growth engine.
With over a decade of experience building high-impact CX operations, I've helped companies increase retention, scale efficiently, and drive revenue growth through strategic CX transformation.
At Checkfront, I led CX strategy and directly contributed to the company’s $150M industry rollup acquisition, proving that exceptional customer experience isn't a cost - it's a competitive advantage.
Now, I partner with ambitious companies to:
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Optimize support operations for scale and efficiency
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Increase customer retention and reduce churn
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Create CX strategies that drive profitability
If you're ready to turn customer experience into your company's most powerful revenue engine, let's talk.
Laura is great at growing leaders within her team, which not only kick-starts their careers but ensures efficiency in cross-department communications. No matter the subject, there was always a subject matter expert on hand to help. Collaborating with Laura is a dream—she brings meaningful insights and is open to and excited by new ideas.
-Ravenna McColgan
Head of Product (North America) at Checkfront
The Team
Not Just Consultants — A Strategic Collective.
Velora CX is powered by a hand-picked collective of seasoned advisors, strategists and builders—all independent, all values-aligned.
We collaborate as projects demand, giving clients boutique-agency depth delivered with the speed and focus of a lean team, and with zero unnecessary overhead.
Laura has a naturally strategic mindset. She consistently envisions the big picture while thinking long-term. She approaches everything through a data-driven lens and has the foresight to anticipate future needs and opportunities.
-Susan Catchuk
Head of Customer Success (North America) at Checkfront
Is Your Customer Experience Putting Revenue at Risk?
Many SaaS companies struggle with inefficient support operations that hurt retention, growth, and profitability. Are you facing these challenges?
➤ GROWTH BLOCKERS
Slow responses – Even with more hires, speed isn’t improving.
Scaling issues – Training can’t keep up, leading to skill gaps.
Inconsistent experience – Customers don’t get reliable support.
➤ REVENUE RISKS
Churn is rising – Customers leave instead of staying loyal.
Lost feedback – Insights aren’t being used to improve CX.
Missed expansion – Support isn’t driving growth.
➤ STRATEGIC GAPS
Seen as a cost centre – Support isn’t valued as a growth driver.
No executive seat – Support insights are ignored at the top.
No product influence – Customer needs aren’t shaping decisions.
Let’s build a CX strategy that keeps your customers longer and increases your revenue.
Our Services
CX isn’t just support — it’s your most powerful growth engine. Whether you need quick wins, full transformation, or executive leadership, we offer tailored solutions that leverage AI-driven efficiencies to help your company scale, retain customers, and drive revenue growth.
CX Intelligence Sprint™ (4 Weeks)
A structured, data-driven engagement that predicts churn risk, uncovers expansion levers, and delivers a board-ready CX strategy—without needing to hire a data scientist, CX lead, or analyst.
Predictive churn model
Airtable-based CX Intelligence Hub
Strategic plays to retain revenue
4-week engagement | One-time fee | High ROI
Ongoing Retainer (Optional)
Continue driving retention and revenue with ongoing CX advisory. We help implement your roadmap, monitor risk cohorts, and evolve your customer strategy every quarter.
Executive alignment sessions
Airtable + AI model refresh
Playbook execution + QA
Monthly or quarterly support | Advisory + hands-on options
Strategic CX Advisory
Get founder-level insight on retention, expansion, and customer-led GTM strategy. Ideal for teams who want outside perspective with inside impact.
Tactical strategy reviews
Customer intelligence surfaced monthly
Quarterly risk + growth reporting
Flexible monthly engagement | Strategic guidance only
Fractional CX Leadership
Embedded executive support to build your CX function, level up your team, or bridge a leadership gap. You get strategic oversight + day-to-day momentum.
Interim leadership with execution authority
Team coaching + system design
CX ↔ product ↔ GTM alignment
Part-time engagement | Startup & scale-stage friendly
Team Development & Training
Upskill your CX team to operate like a strategic growth engine. We train for data fluency, proactive retention, and AI-powered workflows.
Onboarding, enablement, and coaching
Custom Airtable or Notion playbooks
Real performance outcomes
Custom engagements | Optional add-on to Sprint or Retainer
Laura is one of the best hires I ever made. Her leadership drives real business growth and long-term success. She balances strategic thinking with hands-on support, ensuring both the customer experience and internal team dynamics are top-notch.
-Amanda McKay
People First Leader & SaaS Operations Expert
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