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...
Holly Hedlund
CX Project Manager@QuestionPro, Inc.
Verified
Holly Hedlund is a dynamic CX Project Manager at QuestionPro, Inc., where she spearheads innovative customer experience initiatives that drive engagement and satisfaction. With over a decade of experience in the tech industry, Holly excels in integrating cutting-edge solutions to streamline project workflows and enhance client interactions. Her strategic vision and leadership have resulted in a 30% increase in customer retention rates over the past year. Holly is passionate about leveraging data-driven insights to craft personalized experiences that resonate with diverse audiences.More...
Angel González Ferrera
Customer Service Representative@QuestionPro
Verified
Rodrigo Sarti
Enterprise sales manager@QuestionPro
Verified
Sebastián Marín
Marketing Manager
Verified
Acompaño a empresas B2B que no nacieron digitales, pero que hoy necesitan resultados medibles para seguir creciendo.
Desde MadMark, mi estudio de marketing B2B, diseño arquitecturas de marketing que generan leads mega-calificados todos los meses y ordenan la relación entre marketing, ventas y revenue.
Trabajamos con empresas de industria, servicios B2B y tecnología/SaaS con ventas consultivas, tickets desde USD 10.000 anuales por cliente y equipos de ventas entre 3 y 10 personas. Donde cada nuevo cliente realmente mueve la aguja.
Qué hacemos en la práctica:
• Estrategia y foco: ICP, propuesta de valor, mensajes y oferta.
• Sistema de adquisición: contenido y social selling en LinkedIn, email, SEO/SEM, landings y automatizaciones.
• Pipeline & revenue: funnels, CRM, scoring y reporting accionable (no vanity metrics).
• Marca personal para líderes: posicionamos a ejecutivos para abrir puertas comerciales y acelerar el pipeline.
Cómo trabajamos:
• Diagnóstico y objetivos claros.
• Plan 1-page con prioridades y métricas.
• Sprints semanales con entregables, tableros de métricas y foco en oportunidades comerciales reales, no en “campañas lindas”.More...