I'm looking for a full-time remote customer success or renewals role where I can own bilingual LATAM, EMEA or NA territories, improve retention and adoption, and partner across teams to deliver measurable customer outcomes.
DC
Open to opportunities
Diego Cifuentes
@diegocifuentes
I retain and grow SMB SaaS revenue through scaled customer success, renewals, and proactive risk management.
SpainWhat I'm looking for
At WorkWave, I own an $11M renewals portfolio across 75 accounts, driving retention, on-time renewals, revenue protection, and expansion opportunities through proactive, data-informed engagement.
Previously at Priceline, I managed 120 corporate travel customers and coordinated cross-functional responses to escalations and customer-health risks. At Amazon, I handled global executive escalations, delivered onboarding across five LATAM countries, and sustained 95% CSAT while supporting customers in a high-volume environment.
I'm fluent in English and native in Spanish, and I use Salesforce, AI-powered tools, customer health signals, and structured playbooks to accelerate time to value and reduce churn.
Experience
Work history, roles, and key accomplishments
Current
Owns an $11M USD renewals portfolio across 75 accounts, driving retention and revenue protection through proactive engagement and data-informed strategies. Leads renewal conversations end-to-end and leverages AI tools to scale outreach and accelerate Time to Value.
Managed a portfolio of 120 corporate travel customers, delivering service reliability, retention, and long-term satisfaction across complex, multi-stakeholder accounts. Served as primary point of contact for escalations and high-risk scenarios, reducing repeat escalations and improving first-contact resolution.
Managed executive-level escalations and high-priority issues impacting SMB customers across global markets. Led root-cause analysis and partnered with logistics, fulfillment, and product teams to resolve systemic issues.
Led onboarding and enablement programs across five LATAM countries for customer-facing teams. Designed standardized training materials aligned with KPIs and customer outcomes, delivering 42 training waves with attrition below regional average and KPI compliance above 87%.
Served as the final escalation point for complex customer issues, achieving and sustaining 95% CSAT. Identified early churn-risk signals through escalation trends and usage gaps, and coached customers on best practices to improve product adoption.
Education
Degrees, certifications, and relevant coursework
UC
Universidad del Cauca
Bachelor of Arts, Economics
Pursuing a Bachelor of Arts in Economics.
UM
Universidad de Medellín
Professional Certification, Public Speaking
Completed a Professional Public Speaking Coach Certification.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
Spain
ColombiaSalary expectations
45k-60k USD
Job categories
Skills
Customer Success ManagementRenewalsRevenue RetentionSMB Customer SuccessScaled Customer SuccessChurn PreventionProduct AdoptionTime To ValueCustomer Health Score ProgramRisk MitigationEscalation ManagementCommercial NegotiationStrategic Account PlanningCross Functional CollaborationSalesforceHubSpotKPI AnalysisAI AdoptionCustomer EducationCustomer TrainingAccount ManagementNet Revenue RetentionCustomer SatisfactionEnglishSpanishPortugueseICloud
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