RACKLEY NOLAN
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Rackley Nolan
CUSTOMER SUCCESS  ·  RETENTION  ·  ONBOARDING
HI, WELCOME

I help recurring-revenue businesses keep the customers they've already won — and build the onboarding and systems that stop the leak.

I'm Rackley Nolan, a customer success and retention operator based in Singapore. I run the proactive, concierge kind of retention — the work that catches customers before they cancel, extends how long they stay, and turns the causes of churn into fixes. Right now I'm General Manager of a Singapore subscription business, where I was hired to fix retention and promoted to run the operation off the back of the results.


I've also co-founded and run a B2B SaaS platform for seven years — sourcing, closing, onboarding and keeping customers end-to-end. And I ship the small fixes myself: I'll get inside a product, reproduce the issue and trace the workflow, using AI tools like Cursor and Claude Code to close the loop. I'm not an engineer — I'm someone who finds the problem and can fix the small ones without waiting in a queue.

Work with me
SERVICES

I work with recurring-revenue businesses where keeping a customer is worth far more than winning a new one.

Retention & Customer Success

A proactive, concierge success model — reaching customers in the first weeks before frustration turns into a cancellation, adjusting before they walk, and extending how long they stay. This is the work that cut early-cycle cancellations by a third and lifted average subscriber lifetime by roughly 30% at a Singapore subscription business.

If customers are leaking out faster than they should, let's talk.

Onboarding & Ops Systems

I build the systems retention runs on: the onboarding sequence, the playbooks and ops manual, and a voice-of-customer loop that pools and triages problems and routes them to the teams who can actually fix them — so you're removing the causes of churn, not just answering tickets about it.

I've built the onboarding document a company's first hire was handed on day one — more than once.

Diagnosis & Small Fixes

I get inside the product to find where the experience breaks — reproducing the issue and tracing the workflow end to end. And using AI tools like Cursor and Claude Code, I can ship the smaller fixes myself rather than filing them and waiting.

I'm not an engineer, and I won't pretend to be one. But I don't just report the problem — I can close the small ones.

HAPPY CLIENTS

CURRENT WORK

I bring a cross section of skills that I will
never stop  improving.

General Manager

A Singapore subscription business

Hired to fix retention, then promoted to run the operation. I cut same-day cancellations by roughly 36% and lifted average subscriber lifetime by about 30% — and when new customer acquisition slumped, revenue still grew ~16%, carried by the existing base staying longer and spending more. Today I own the store, fulfilment, operations and the customer relationship end to end.

Co-founder & COO @ Bravely

Practice-management SaaS for mental-health clinics

I've run the full commercial relationship for our customers myself — sourcing, closing, onboarding and managing each account for its life — with zero product-attributable churn and over SGD 250,000 processed through the accounts I built. I also ship product improvements straight from customer feedback.

"Through the times we've collaborated together, he has always been very open to suggestions, provides great leadership and gives a clear vision and mission for the organization. Rackley is a very passionate in making the world a better place, and to make people healthier and happier."

Cecilia Hou

"I can't recommend him enough... His skills and insightful approach to the project were truly impressive. Rackley's work was not just well-developed and thought out, but it also brought immense value to our project, thanks to his broad experience in understanding early-stage startups.

He has a unique talent for working with founding teams... He has proven to be an invaluable asset to our team, and I'm confident he can do the same for you."

Stephen Donaldson
Rackley Nolan snowboarding
KIA ORA

I'm Rackley Nolan, a friendly Kiwi and passionate entrepreneur.

From the thrill of dog-sledding under the northern lights to adventures across the globe, I've gathered a unique perspective that shapes my approach to both life and work. These experiences have equipped me on my mission to make the world a better place – a world I believe is full of great people and awesome possibilities.

Alongside my operating roles, I take on a small number of retention and onboarding projects with teams I click with. My approach is both personal and hands-on — I care less about advising from a distance and more about fixing the thing that's actually leaking.

Whether you're a budding start-up or a seasoned company, I'm passionate about lending my expertise to elevate your game and create positive impact.

Currently in
🇸🇬 SINGAPORE
Listening to
🎧 48 MAY
Available for
1 PROJECT
READY TO TAKE THINGS UP A LEVEL?
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