Open to opportunities

Mary Rose Ampoon

@ampoonmrose

Customer Success and Executive Operations Leader scaling AI and SaaS growth through stronger retention, sharper execution, and systems built to scale.

Philippines

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What I'm looking for

I'm looking to support APAC or global remote teams by owning customer implementation, adoption, account health, and scalable customer operations.

At Tely.ai, I was the sole Customer Success Manager, owning implementation, adoption, technical issue resolution, and customer health for 136 B2B customers and a seven-figure ARR portfolio. I maintained 98.6% retention while reducing onboarding lead time by 85%, from 10 business days to 12 business hours.

I designed a human-AI implementation system that supported growth from 64 to 136 customers in six months. I translate customer goals into requirements, workflow design, milestones, training, launch readiness, and measurable success criteria.

Previously at Smartsourcing, I supported strategic accounts and executive operations through significant company growth, built an end-to-end Order-to-Cash workflow, and managed high-risk escalations across 16 cross-functional departments. I also led delivery for 27 clients across 200 projects and 40 recurring engagements, achieving an NPS of 92.1.

My background spans customer success, implementation, account operations, project delivery, and technical coordination. I work closely with Product, Engineering, Sales, and Operations to turn customer feedback into scalable improvements and faster time to value.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Tely.ai

Jun 2025 - Jun 2026 (1 year)

Owned implementation-to-adoption lifecycle across 136 B2B customers and a seven-figure ARR portfolio, reducing onboarding lead time by 85% and maintaining 98.6% retention. Partnered with Product, Engineering, Sales, and executive leadership to troubleshoot blockers and translate feedback into product improvements.

Customer Success Management Implementation Adoption Customer Health Risk Management Stakeholder Management Workflow Configuration Technical Troubleshooting HubSpot Vercel Trello SQL MongoDB

Account Manager

Smartsourcing

May 2022 - Jun 2025 (3 years 1 month)

Supported strategic account and executive operations through company scale from 200 to 650 employees and revenue growth from AUD 6M to AUD 25M. Built end-to-end Order-to-Cash workflow and managed high-risk escalations across 16 departments.

Account Management Order To Cash Escalation Management Change Management OKRs Scaling

Practice Coordinator

Smartsourcing

May 2021 - May 2022 (1 year)

Owned delivery for 27 clients across 200 projects and 40 recurring engagements, coordinating 18 digital specialists and achieving an NPS of 92.1. Exceeded portfolio profit targets by 14% through resource planning and scope control.

Project Delivery Resource Planning Client Communication NPS

SEO Content Writer

Statys Solutions

Mar 2020 - Jan 2021 (10 months)

Produced B2B and B2C content across 7 healthcare, beauty, and pharmaceutical websites using keyword, competitor, and web research.

SEO Content Writing Keyword Research Competitor Research

Project Delivery Coordinator

Red Hub

May 2019 - Mar 2020 (10 months)

Coordinated 20+ custom-built client solutions, tracking implementation scope, project health, budgets, resource utilization, milestones, and delivery risks across cross-functional teams.

Project Coordination Implementation Budgeting Risk Management Cross Functional Collaboration

Associate Project Manager

Asia-Pacific Alliance for Disaster Management

May 2018 - Mar 2019 (10 months)

Managed technical and communications deliverables across business, government, civil society, media, and academic stakeholders, including scopes, terms of reference, proposals, and executive correspondence.

Project Management Stakeholder Management