Strategic Advisory: Advise SMB and Enterprise SaaS companies on Customer Success strategy, onboarding frameworks, and retention models • Operational Leadership: Lead cross-functional technical collectives (developers, and CS), overseeing end-to-end delivery lifecycles and acting as senior escalation point for delivery and adoption risks.

CX Transformation: Recruited by the CIO to architect a global CX and support transformation, prioritizing user- centric outcomes for a multinational organization • AI Innovation: Led implementation of AI chatbots and virtual agents with projected 60% ticket deflection • Global Delivery Model: Designed a unified "follow-the-sun" support model across 3 continents, maintaining a 97% global CSAT while improving resolution times by 15%.

Hybrid Leadership: Operated at the intersection of Technical CSM, Delivery, and Operations, managing a Junior CSM and leading the Customer Support team. • Strategic Launch: Owned the end-to-end launch of a new Digital MVNO in partnership with AT&T Mexico, acquiring 10,000+ users within the first 4 months. • Executive Advisory: Served as primary trusted advisor for executive and operational stakeholders, translating customer feedback into roadmap priorities with Product and Engineering teams. • Maintained 95%+ customer satisfaction while meeting SLAs and driving long-term value realization

Portfolio & Revenue: Owned the end-to-end success for a $10M ARR enterprise portfolio in identity verification and fraud prevention, achieving 100% Gross Revenue Retention (GRR). • Net Retention Growth: Generated $250K in expansion revenue (102.5% NRR) by conducting data-driven QBRs and identifying upsell opportunities for untapped platform modules. • Onboarding Acceleration: Re-engineered the customer journey to reduce Time-to-Value (TTV) from 90 days to 60 days for 80% of accounts. • Churn Mitigation: Rescued 2 high-value "At-Risk" accounts by negotiating security configuration enhancements and partnering with Engineering to deliver custom product features. • Process Engineering: Authored the global Customer Success Playbook, standardizing onboarding and engagement workflows to improve team delivery consistency. • Team Leadership: Mentored 2 Junior CSMs, focusing on technical proficiency and executive communication skills to elevate team performance. • Integration Expertise: Defined integration architectures (APIs, SDKs) and bridged communication between client business leaders and internal technical teams to ensure seamless deployments.

• Acted as fractional Service Delivery Manager and trusted partner for C-level stakeholders • Managed accounts representing 50% of company revenue, achieving full retention • Proactively identified delivery risks and aligned IT services with strategic business objectives

Leadership & Scale: Built and led a 25+ member cross-functional engineering team (L1–L3) to deliver enterprise SaaS and BSS platforms for Tier-1 telecom clients. • Quality & Retention: Achieved a 30% reduction in system downtime and customer impact by enforcing 100% QA compliance and ITSM Change Management protocols for all production releases. • Strategic Oversight: Managed mission-critical service delivery, ensuring operational stability and protecting long- term account health for high-value enterprise partnerships.

Enterprise Implementation: Directed a US $20M BSS SaaS rollout for Altán Redes; leveraged ITIL Service Transition frameworks to ensure successful deployment, high user adoption, and long-term operational health. • Service Optimization: Reduced incident resolution times by 30% by implementing automated testing and streamlining the Service Desk escalation path. • SLA Accountability: Served as the primary technical point of contact for executive stakeholders, translating complex technical KPIs into business-value reports.