Mexico City, Mexico
Customer-focused CX, Customer Success & Account Management leader with hands-on SaaS experience building and scaling high-performing Customer Experience, Onboarding, Product Specialist, and Customer Care teams. As a CX Manager and Account Manager, I've owned the full post-sale journey for VIP and high-revenue accounts — from white-glove onboarding to ongoing relationship management, renewals, and expansion. I design data-driven, repeatable onboarding programs and playbooks that accelerate time-to-value, boost product adoption, and reduce churn, while coaching teams to deliver empathetic, consultative service that turns customers into long-term partners. I partner cross-functionally with Product, Support, and Revenue to surface insights, resolve customer pain points, and drive product improvements that move the needle on retention and growth. Proven track record managing strategic, big-ticket accounts in SaaS environments, leading white-glove onboarding, and turning low CSAT into growth opportunities.
Lead a growing Customer Success onboarding function focused on accelerating time-to-value and driving long-term customer adoption. Oversee the strategy and execution of scalable onboarding programs that ensure every new client achieves measurable outcomes and a seamless product experience. • Lead and mentor a team of Product Specialists, developing consultative and data-driven approaches to onboarding that emphasize customer outcomes, efficiency, and empathy. • Build the foundational processes, playbooks, and frameworks for a newly established team, ensuring consistency, alignment, and continuous improvement as the function scales. • Partner cross-functionally with Product, Support, and Revenue teams to identify and resolve customer pain points, track recurring issues, and influence product enhancements through actionable insights. • Analyze onboarding performance metrics and customer data to uncover trends, optimize engagement strategies, and inform departmental planning. • Champion process innovation and collaboration across teams to elevate the customer experience.
Led a high-performing Customer Care team focused on strategic client engagement and retention. Oversaw multiple customer-centric initiatives to drive product adoption, upsell key features, and improve client satisfaction across VIP and high-revenue restaurant accounts. • Supervised a team responsible for handling complex support cases, including POS integrations via direct connections and third-party solutions like Omni. • Spearheaded proactive outreach programs targeting low CSAT responses, ensuring service recovery and uncovering product and process improvement opportunities. • Managed tailored retention strategies for accounts at risk of termination, providing high-touch support and customized solutions. • Drove product engagement by leading onboarding and training initiatives for newly released features, increasing adoption and reducing churn. • Collaborated closely with Sales and Account Management teams to upsell new products to VIP clients, directly contributing to revenue growth. • Delivered white-glove support to top-tier restaurants, offering a personalized experience aligned with their business goals and operational needs.
Served as a key liaison between operations, quality assurance, and client-side management to elevate the performance of outlier teams within a high-volume food delivery campaign. Focused on aligning team performance with company standards through targeted coaching and process oversight. • Delivered on-the-floor support to frontline agents, ensuring adherence to company policies and real-time problem resolution. • Partnered with Team Leaders, QA specialists, and client stakeholders to identify performance gaps and design tailored coaching plans. • Implemented two-month performance improvement strategies for individual team members, resulting in measurable KPI growth and improved team compliance. • Ensured seamless knowledge transfer across teams, promoting consistency in customer interactions and resolution handling. • Played a strategic role in onboarding and upskilling underperforming teams, helping integrate them into broader operational excellence benchmarks.
Oversaw daily retail operations in a high-traffic convenience and café setting, ensuring exceptional service delivery, staff performance, and compliance with local regulations. Balanced customer-facing responsibilities with operational management and team leadership. • Managed inventory levels, coordinated product restocking, and ensured accurate recordkeeping to support business continuity. • Led new hire onboarding and training, fostering a customer-focused culture and strong team performance. • Handled staff scheduling and payroll, ensuring efficient coverage and compliance with labor guidelines. • Delivered hands-on customer service and resolved escalated complaints, translating feedback into actionable improvements for floor staff. • Oversaw cash handling, till balancing, and daily deposit operations with a focus on accuracy and accountability. • Maintained compliance with Irish alcohol and lottery sale regulations, and ensured health and safety standards in the café and food service areas. • Prepared and maintained fresh food offerings, managing kitchen hygiene and stock rotation to meet quality standards.