I'm a Customer Success leader with 7+ years of experience in SaaS, specializing in onboarding, retention, and building long-term customer relationships across the Americas.
Currently leading the Customer Success team for the US and Canada market at QuestionPro, where I manage a team of 3 CSMs and oversee ~25 enterprise accounts. I was brought into this market two years ago to help address high churn — and I'm proud to say we've significantly turned that around, building a team from scratch in Mexico in early 2025 and establishing the processes to support our customers effectively.
I go beyond the traditional CSM role: I conduct product demos, design Functional Requirements Documents (FRDs) for custom client requests, and work closely with engineering teams to resolve technical issues — acting as a bridge between customers and product.
Previously, I led a LATAM Customer Success team of 4 CSMs managing 450+ accounts, consistently achieving an NRR between 100–110%.
What drives me: finding creative solutions to complex problems, building genuine trust with customers, and always delivering on what I promise.More...