Open to opportunities

Carlos Ramos Martinez

@carlosramosmartinez

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Customer Success Manager with 7+ years in SaaS and client retention.

United States

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What I'm looking for

I am seeking a role that fosters collaboration, encourages growth, and allows me to leverage my customer success expertise to drive impactful results.

I am a Customer Success Manager with over 7 years of experience in the SaaS industry, dedicated to driving client retention and platform adoption. My expertise lies in onboarding, technical training, and managing accounts across various business sizes, from enterprise to SMB. I am bilingual and excel at collaborating with C-level executives and technical teams to optimize infrastructure usage and enhance customer satisfaction.

Throughout my career, I have consistently achieved significant results, including a 20% increase in client retention and a 95% annual renewal rate. My role at CARM MARKETING LLC allowed me to empower clients to grow by 15% through strategic planning and operational enhancements. I have a proven track record of leveraging operational insights to streamline processes and ensure long-term client relationships.

In my previous position as a LATAM Customer Success Manager at KnowBe4, I directed initiatives that boosted enterprise client retention by 22%. I am passionate about delivering tailored solutions that align with client goals, and I thrive in technical environments where I can utilize my skills in data analysis and reporting to drive performance improvements.

Experience

Work history, roles, and key accomplishments

Current

Business Management Consultant

Current

CARM Marketing LLC

Jan 2023 - Present (2 years 6 months)

Empowered clients to grow by 15% via strategic planning, operations enhancement, and tailored solution delivery. Leveraged customer success expertise to improve client operational outcomes and drive platform adoption by 15%.

Strategic Planning CRM Tools Client Relationship Management

SMB Customer Success Manager

CARM Marketing LLC

Nov 2020 - Dec 2023 (3 years 1 month)

Onboarded and trained customers, achieving 20% revenue growth through strategic account management. Managed 50+ customer accounts while driving product adoption and retaining 95% annual renewal rate.

Account Management Salesforce HubSpot Customer Satisfaction Strategic Account Management

LATAM Customer Success Manager

KnowBe4

Jan 2019 - Sep 2021 (2 years 8 months)

Directed customer success initiatives in LATAM, boosting enterprise client retention by 22% and satisfaction scores. Delivered strategic presentations to C-suite executives, strengthening long-term enterprise relationships.

Customer Retention Customer Satisfaction Data Insights Technical Training

Global Logistics Order Management

L3Harris Technologies

Apr 2012 - Dec 2019 (7 years 8 months)

Managed global logistics and trade compliance across multiple regions, ensuring regulatory adherence. Resolved complex logistics challenges in international shipping, streamlining cross-border operations.

Data Analysis

LATAM Logistics Management Coordinator

L3 Technologies

Jan 2012 - Jul 2014 (2 years 6 months)

Coordinated LATAM logistics operations, ensuring efficient supply chain management. Collaborated with international teams to optimize freight and inventory processes.

Logistics Coordination Supply Chain Management Inventory Management Collaboration

Senior Consultant Manager/AM

AT&T

Jan 2008 - Apr 2012 (4 years 3 months)

Managed a portfolio of client accounts, driving sales and fostering strong customer relationships. Led a team of consultants to achieve performance targets and enhance service delivery.

Client Management Sales Team Leadership Performance Management Service Delivery

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Master of Business Administration, Global Management, Business & Management

Pursued a Master of Business Administration with a focus on Global Management. Developed advanced skills in business strategy, operations, and leadership within an international context.

Universidad Metropolitana

Bachelor of Business Administration, Marketing & Business Administration

Grade: Cumlaude GPA

Completed a Bachelor of Business Administration, specializing in Marketing and Business Administration. Gained comprehensive knowledge in market analysis, business strategy, and administrative principles.

Polytechnic University of Puerto Rico

Bachelor of Science, Electrical/Industrial Engineering

Undertook studies in Electrical and Industrial Engineering, focusing on fundamental engineering principles and applications. Developed analytical and problem-solving skills relevant to complex technical systems.