Open to opportunities

Axel Fernandez

@axelfernandez

Message

Customer Success and Account Manager driving SaaS retention, onboarding, and scalable client value.

Spain

Message

What I'm looking for

I’m looking for a Customer Success role in B2B SaaS where I can own retention and expansion, run QBRs, and build scalable onboarding and internal workflows that reduce time-to-value and churn through data-driven execution.

I’m a Customer Success and Account Manager with 6+ years of experience managing diverse B2B portfolios, from SMB accounts to high-value investors. I specialize in driving client onboarding, maximizing account value, and building scalable internal processes that secure long-term retention.

Most recently, I owned and retained 30+ B2B accounts representing $400K ARR with a 95% retention rate, using proactive health tracking and structured account prioritization. I ran strategic bi-monthly QBRs to drive client alignment, delivering a 20% average increase in upsells and expansion revenue.

I also build systems that make success repeatable: I designed and shipped a full internal operations platform using no-code tools across 9 modules (from email-to-ticket automation and inventory management to knowledge wiki and Google Sheets sync). By collecting and escalating client feedback, I helped translate needs into high-priority product features.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Aser Cargo Shipping

Apr 2023 - Jun 2026 (3 years 2 months)

Owned and retained 30+ B2B accounts totaling $400K ARR, maintaining a 95% retention rate through proactive health tracking and account prioritization. Drove bi-monthly QBRs that increased upsells and expansion revenue by an average of 20%, and built an internal no-code operations platform to eliminate manual workflows across 9 modules.

Customer Onboarding Account Retention QBRs Account Expansion Customer Health Tracking Data Analytics & Reporting Cross Functional Stakeholder Management

Customer Success Manager

Dogma Realty

Mar 2020 - Jan 2023 (2 years 10 months)

Led end-to-end B2B onboarding and customer success for international investors across SMB and enterprise segments, improving adoption through training on a proprietary SaaS dashboard. Acted as a trusted advisor to convert operational complexity into client value, managing cross-functional delivery while proactively mitigating churn risk and complex cross-border regulatory blockers.

Customer Training Strategic Account Management

Client Advisory & Coordinator

Dogma Realty

Feb 2017 - Mar 2020 (3 years 1 month)

Advised clients by coordinating property maintenance, cleaning logistics, and renovations to ensure transparency and clear ROI. Managed digital presence across international portals and the corporate website, including copywriting and image optimization to improve market visibility and oversaw property readiness for deployment.

Client Advisory Digital Asset Management Copywriting