Open to opportunities

Andrés López

@andrslpez

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Customer Success leader with 10+ years guiding enterprise SaaS retention, expansion, and platform adoption globally.

Chile

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What I'm looking for

I’m looking for a Customer Success leadership role where I can build or scale enterprise CS, drive retention and expansion, and partner with technical teams to deliver measurable time-to-value and adoption outcomes—especially in global SaaS environments.

I’m a Customer Success leader with 10+ years of customer-facing experience, managing enterprise SaaS portfolios across LATAM, the US, EMEA, and Canada. I translate complex business objectives into measurable digital outcomes—always focused on retention, expansion, and deep platform adoption.

In my current role as Head of Customer Success (DISPATCHTRACK), I oversee a $2M USD ARR portfolio (23% of total company revenue) across three of the largest enterprise accounts. I align SaaS capabilities to business KPIs, manage 10+ stakeholders per account, and deploy 7–8 complex technical requirements monthly to accelerate client time-to-value.

Previously, I supported enterprise clients in the Atlassian ecosystem through RESERVICEROCKET—resolving complex Jira Cloud workflows for Fortune 500 customers and driving licensing renewals and upsells. I also negotiated and closed contracts from USD 200K to 2M, coordinating Sales, Legal, and Finance to ensure compliant, smooth contract execution.

I’ve also built and scaled customer success functions from scratch (ENERLINK), integrating HubSpot, Slack, and Calendar into a unified support workflow, automating renewal triggers, and authoring a company-wide Knowledge Base in Notion. I bring an outcomes-first approach that strengthens executive relationships, reduces risk, and develops high-performing teams.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

DispatchTrack

Dec 2025 - Present (4 months)

Oversee a $2M ARR customer portfolio (23% of company revenue) across the three largest enterprise accounts, driving long-term retention and expansion. Manage 10+ stakeholders per account, deploy 7–8 technical requirements monthly, and proactively mitigate account risk to protect recurring revenue.

Customer Success Leadership Stakeholder Management Technical Requirements Deployment

Senior Technical Consultant

ServiceRocket

May 2025 - Jan 2026 (8 months)

Resolved complex Jira Cloud workflows for Fortune 500 clients and supported enterprise adoption within the Atlassian ecosystem. Negotiated licensing renewals and upsells, and contributed to knowledge-base documentation to streamline support at scale.

Jira Atlassian Workflow Optimization Renewals Upsell Technical Consulting

Enterprise Licensing CSM

ServiceRocket

Sep 2023 - Apr 2025 (1 year 7 months)

Negotiated and closed enterprise contracts ranging from $200K to $2M, managing full renewal cycles and identifying upsell opportunities. Advised clients on license optimization and usage strategy, coordinating Sales, Legal, and Finance for compliant contract execution.

Renewal Management Upsell Renewal Forecasting Usage Strategy Cross Functional Collaboration

Managed Services CSM

ServiceRocket

Nov 2022 - Sep 2023 (10 months)

Managed a global client portfolio across the US and EMEA, aligning business needs with technical solutions. Drove platform adoption and improved account health across a multi-region, multi-stakeholder customer base.

Global Account Management Platform Adoption Enterprise Customer Success Multi Region Technical Solutioning

Head of Customer Success

Enerlink

Apr 2022 - Nov 2022 (7 months)

Built the Customer Success function from scratch, defining strategy, processes, team structure, and KPIs across three business lines. Improved support outcomes by integrating HubSpot, Slack, and Calendar into a unified workflow, and automated renewal triggers across business lines.

customer success strategy CS Operations HubSpot Slack Auto Renew KPIs Team Building

Senior Customer Success Manager

Frogmi

Mar 2020 - Apr 2022 (2 years 1 month)

Digitalized 20+ processes for a major enterprise client in Mexico, improving operational efficiency by 25%. Maintained NPS 9–10 across multiple countries, onboarded 30+ key users and 800+ points of sale, and built a proprietary Customer Health Index to predict and prevent churn.

Customer Success Management NPS Operational Efficiency Onboarding Customer Health Churn Prevention

Product Advisor

Microsoft Canada

Oct 2017 - Mar 2019 (1 year 5 months)

Managed B2B and B2C sales and loyalty strategy for the Canadian market using a consultative approach. Produced SMB market segmentation research for Alberta and built a pricing consultation tool that reduced client response times and improved information quality.

B2B Sales Consultative Selling Market Research Customer Advisory Segmentation