Barcelona, Catalonia, Spain
Digital Customer Success Strategist with nearly 5 years of experience driving activation and retention across global portfolios. At MongoDB, I focus on transitioning traditional 1:1 Customer Success motions into 1:many programmatic engines. By leveraging AI automation, product telemetry, and cross-functional partnerships (Product, Marketing, Ops), I help design the digital architecture that supports 60,000+ customers across AMER, APAC, and EMEA. Prior to my work in scaled digital strategy, I managed high-stakes Enterprise and Public Sector portfolios at HPE, providing a deep, foundational understanding of the complex customer lifecycle.
Architecting global, digital-first customer journeys to drive retention for a base of 60,000+ accounts across the Americas, EMEA, and APAC. I operate as the strategic bridge between Growth Marketing, Success Operations, and Field Customer Success to transform manual, 1:1 motions into scalable, automated programs. Key Initiatives & Impact: Risk & Data Architecture: Designed a data-driven framework for early customer risk detection. Built a functional data prototype to validate health signals, partnering with Revenue/CS Operations to deploy automated "At-Risk" alerts directly into our global CRM systems. Digital Journey Innovation: Identified critical "silent churn" risks within complex enterprise customer segments. Designed and launched blended (human/digital) and fully digital onboarding paths, scaling digital engagement to serve ~50% of all new workloads globally. AI & Automation Strategy: Engineered an AI-powered success planning tool using proprietary GenAI models to automate draft account plans. Led the global enablement of this tool, driving widespread adoption and significantly reducing administrative overhead for frontline CS teams. Customer Lifecycle Optimization: Conducted deep-dive analysis on communication channels, identifying major blind spots in how CS resources were delivered. Piloting and scaling targeted, multi-channel outreach strategies to ensure at-risk accounts consistently received the right content at the right time. Cross-Functional Orchestration: Facilitate monthly global strategy syncs with Growth Marketing, Regional and Global CS Leadership, and Education teams, translating frontline field feedback and usage data into actionable, automated engagement campaigns.
• Promoted to CSM to expand MongoDB’s digital-first onboarding impact through cross-functional alignment, strategic content development, and process optimization. • Successfully onboarded 293 customer projects, with 268 continuing to spend, representing a 91% post-onboarding activation rate and reinforcing the success of the new segmentation and engagement strategy. • Drove internal stakeholder buy-in across Solutions Architects, Growth Marketing, and Industry teams to co-create scalable, high-value customer content (ex: GenAI created Product Demos and Industry Guides). • Contributed to defining the strategy and workflows for merging MongoDB’s onboarding and consumption motions into a unified Scaled Customer Journey, aligning teams and processes across global regions. • Led global enablement sessions (EMEA, AMER, APAC), equipping Scaled CSMs with onboarding best practices and success planning frameworks ahead of the transition to the new journey.
• Designed and led MongoDB’s first digital-first onboarding pilot in EMEA, based on in-depth analysis of historical onboarding data across global regions. • Created monthly executive summaries and led cross-functional pilot alignment sessions, securing senior leadership buy-in and sponsorship from key teams (CoE, Product, Marketing). • Identified behavioural patterns and segmentation gaps among underperforming customers, incorporating variables such as customer knowledge level to inform the onboarding model. • Proposed a new segmented onboarding journey with tailored digital touchpoints, resource mapping, and engagement strategies, in partnership with the Center of Excellence. • Developed the Digital Onboarding Playbook to capture repeatable best practices for global CSMs, enabling consistency and scalability across teams. • Scaled the EMEA pilot to AMER and APAC by onboarding and enabling two team members, accelerating global adoption of the program.
• Managed the full sales cycle for 2000+ enterprise customers across public sector verticals, including Education, Government, Healthcare, and Utilities. • Exceeded multimillion-euro quotas in both FY22 and FY23, consistently recognized among global top performers. • Earned selection to HPE Alliance Club and Storage Week; publicly acknowledged by Italy CEO for securing two of the country's most strategic deals. • Chaired the HPE Women’s Network in Barcelona, advocating for DEI and peer support across the region.
Shortlisted among young female students and professionals for the keep in touch program of "Next Generation Women Leaders ", an exclusive networking program by McKinsey & Company that explores the importance of women in leadership through live webinars and networking opportunities.
Selected among the best bachelor's and master's degree female students for "KickOff Your Future - Own Your Career" program by PWN Milan. The program allows young female students to attend four seminars by inspiring and successful women from multinational companies, precisely BCG, Shiseido and AstraZeneca. The seminars focus on the importance of soft skills, in particular Networking, Personal Branding, Emotional Intelligence and Negotiation.