Christian Rivera
@christianrivera
Customer Success Manager driving retention, automation, and revenue growth for SaaS clients.
PhilippinesWhat I'm looking for
I am a Customer Success Manager with 5+ years managing 50+ low-touch B2B accounts across SaaS and creative services, focused on improving retention, reducing churn, and driving account expansion. I design onboarding and lifecycle playbooks, build HubSpot automations and dashboards, and use metrics like NRR, GRR, churn, CSAT, and TTFV to guide data-driven decisions.
I partner closely with sales, support, and product teams to optimize processes, mentor new team members, and present client-facing value communications. My efforts have delivered measurable outcomes including a 20% reduction in time-to-first-value, a 15% increase in NRR, and a 90% improvement in renewal forecasting accuracy.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Julie Creatives Agency
Jan 2020 - Present (6 years 5 months)
Managed a portfolio of 50+ low-touch B2B accounts, designed HubSpot onboarding and lifecycle workflows that reduced time-to-first-value by 20%, and drove a 15% increase in net revenue retention through upsell and proactive churn prevention.
Client Success Coordinator
Julie Creatives Agency
Jan 2020 - Present (6 years 5 months)
Managed onboarding, CRM hygiene, and renewal tracking for B2B clients; implemented playbooks that increased gross revenue retention by 10% and improved customer health scoring through data analysis.
Branch Leader & Operations Head
His Life
Jan 2014 - Present (12 years 5 months)
Led volunteer and staff teams in daily operations, training, and event planning, improving operational systems and increasing membership through targeted outreach.
ESL Teacher
Ivory IBT Core
Jan 2013 - Dec 2014 (1 year 11 months)
Taught Japanese and Korean students TOEIC and IELTS preparation courses, delivering structured lessons focused on measurable language skill improvements.
Assistant Operations Manager
MOR Inc – Sun Cellular
Jan 2012 - Dec 2013 (1 year 11 months)
Oversaw sales and customer support KPIs, implemented metrics-driven reporting to optimize team efficiency, and reduced escalations while improving satisfaction scores.
Education
Degrees, certifications, and relevant coursework
Angeles University Foundation
Bachelor of Science, Electronics & Communication Engineering
Completed a Bachelor of Science in Electronics and Communication Engineering focusing on electronics principles and communications systems.
Asian Institute of Computer Studies
Bachelor of Science, Computer Science
Completed a Bachelor of Science in Computer Science covering programming, software development, and computer systems.
Cansinala High School
High School Diploma, Secondary Education
Completed secondary education and obtained a high school diploma.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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