Greater Barcelona Metropolitan Area
I lead Customer Success and Account Management organizations in SaaS and e-commerce, helping high-growth companies turn customer relationships into sustainable revenue. My focus is building teams where CS and AM operate as a revenue engine — owning retention, expansion, and NRR, not just support. Based in Barcelona, I manage international teams across Barcelona, Paris, and Nantes. Recently promoted to Manager of AM and Interim Head of AM, I built the function from scratch alongside the CRO — defining strategy, operating model, compensation frameworks, and performance metrics to support the company's next growth stage. My work sits at the intersection of revenue strategy, customer lifecycle design, and operational scaling — implementing automation and AI-driven workflows, and aligning CS with Sales, Product, and Marketing to maximize customer value. Passionate about multicultural teams, developing future leaders, and making Customer Success a true growth driver. Leadership scope International teams · Barcelona, Paris & Nantes Revenue ownership: NRR, retention, upsell & cross-sell SaaS, marketplaces & e-commerce, HRCM Tools: HubSpot, Salesforce, AI-powered analytics
Promoted to structure and lead the AM organization during a strategic scale-up phase, with full ownership of revenue expansion across multiple markets. Built the AM department from scratch with the CRO — operating model, team structure, processes, and performance frameworks. Shifted the team from support-oriented to revenue-driven: NRR, upsell, cross-sell, and strategic account growth. Lead a multinational team across Barcelona, Paris, and Nantes, recruiting and coaching AMs on enterprise deals, RFPs, and complex renewals. Designed the end-to-end customer lifecycle, integrating AI-driven workflows and behavioral triggers to surface expansion opportunities earlier. Implemented scalable playbooks: HubSpot sequences, automated campaigns, and structured call programs. Defined revenue targets, compensation plans, and performance metrics. Partner cross-functionally with Sales, Product, and Marketing on company-wide growth priorities.
Managed a team of Customer Success Managers across the Mid-Market segment, driving retention, product adoption, and expansion revenue. Coached CSMs on account strategy, risk identification, and upsell conversations. Collaborated with Sales and Product to align CS outcomes with company growth priorities.
Led a CS team through a period of rapid company growth, maintaining retention while scaling processes and onboarding new talent. Built internal playbooks and structured frameworks to improve consistency across customer touchpoints. Acted as the senior escalation point for strategic accounts and complex renewals.
Managed digital sales cycles for HCM and payroll solutions, targeting mid-market and enterprise accounts. Developed outbound pipeline through structured prospecting and consultative selling.
Managed an international portfolio of enterprise and SMB clients across France, Portugal, and the US. Consistently delivered against retention and upsell targets across a complex multi-site product portfolio. Strong foundation in full account lifecycle management across multiple countries and cultures.
Served as the central coordination point for the entire Lacoste watch product lifecycle — from concept to shelf — managing stakeholders across four countries simultaneously. Acted as the main bridge between the Lacoste brand team in Paris, design teams in the US, production in China, and commercial/marketing teams in Switzerland. Owned the end-to-end product development process: brief creation, design validation, production follow-up, quality control, and go-to-market coordination. Managed cross-functional timelines across multiple time zones and cultures, keeping complex product launches on track and on budget.
Developed and managed export sales across three continents for an industrial equipment manufacturer. Built distributor networks and managed complex international commercial relationships.