Mexico City, Mexico
I build experience-driven companies from scratch — and now I am building the machine that builds them. For 15 years I have walked into organizations where the CX function was either missing or broken, and built the operating system that made it work. Five industries. Three countries. Every time: from zero to something measurable. The receipts: -- CSAT 35% to 96% at SpotOn (fintech). G2 Best Support 2024 and still holding the title! -- $100M+ ARR enterprise CS portfolio at Gigamon. -- 500% revenue growth in 2 years at Enrique Tomas. -- CRM transformation at Amazon. 30% efficiency gains. 90%+ CSAT sustained. Now I am building something bigger. I founded Shiba Group Co. — a thesis that customer experience is an economic system. AI multiplies human empathy. And Mexico is about to produce some of the most interesting AI-first companies on the planet. I am proving it. AI-native operations. Built from Mexico City, for the world. Three pillars guide everything I build: -> CX Ecosystems — designing experiences as economic engines -> Tech & Ops Transformation — making the complex simple at scale -> Leadership & Culture — building teams people fight to join If CX, AI, or building from zero is your world — let us talk.
https://shibagroup.co/
• Serving as a brand ambassador to represent Vivanta’s mission to make health measurable and actionable through digital biomarkers and innovative health technology. • Share insights from my own health journey to inspire others on the importance of sustainable well-being and resilience. • Amplify the connection between wellness, leadership, and experience design as part of a broader ecosystem I’m building to transform how we live and work.
Scope: Client-facing enterprise CS leader accountable for value realization, renewals, and expansion across a $100M+ ARR Fortune 500 portfolio in the Americas; partners with Sales/SE/Product to drive growth. • Accountable for commercial outcomes (renewals + expansion) and value realization across a $100M+ ARR enterprise portfolio; leading executive engagement, multi-thread stakeholder plans, and risk mitigation for Fortune 500 accounts. • Standardized enterprise account execution by scaling a six-pillar operating model (Onboarding, Enablement, Adoption, Renewals, Expansion, Advocacy), improving consistency in customer engagement and cross-functional execution with Sales, Product, Engineering, and Support. • Scaled hiring/onboarding across Mexico City and Brazil; designed a 16-week enablement roadmap (70-20-10) that accelerated ramp and strengthened coverage across strategic accounts. • Built repeatable account governance assets (Enablement Hub, Transition Plans, Stakeholder Maps) that improved internal alignment, accountability, and execution against shared KPIs tied to retention and growth. • Launched the CS–SE partnership motion to strengthen technical validation and credibility in executive conversations—enabling value-based narratives, addressing objections to adoption, and supporting renewal/expansion readiness. • Mentor and develop senior CSMs; reinforce performance standards, executive communication quality, and cross-functional partnership behaviors across the region
Scope: Led large-scale multi-region operations and performance management; drove KPI improvements through leadership systems, CRM transformation, and automation. • Led multi-region customer operations with accountability for quality, efficiency, and compliance; embedded a performance culture and continuous improvement. • Built leadership and mentoring systems improving KPIs by 30% and new-hire productivity by 35%. • Delivered CRM migration and automation initiatives driving 30% efficiency gains, reducing resolution time by 30%, and sustaining 90%+ customer satisfaction.