Earl Cruz

I’m a Customer Success Manager with 8+ years owning enterprise and upper mid-market accounts across EMEA, APAC, and LATAM. I’ve consistently delivered renewals, retention, and expansion—reducing partner churn from 40% to 5% in five months and increasing annual retention by 40%.

I run structured customer lifecycles built for measurable outcomes, including complex onboardings and 90/60/30-day renewal cadences. I lead QBRs and executive-level success reviews, translating account health, usage data, risks, and expansion opportunities into clear recommendations for VP and C-level stakeholders.

On escalations, I act as the primary point of contact and coordinate cross-functional task forces across Product, Engineering, and Operations to resolve issues fast and communicate transparently. I also maintain strong CRM discipline—using accurate account data across HubSpot and Salesforce, plus health signals—to support reliable risk visibility and renewal forecasting.

Since Oct 2024, I’ve been building AI-augmented CS systems as a Founder & CS Operations Consultant, designing onboarding workflows, health scoring models, expansion playbooks, and automated reporting pipelines. Earlier, I worked as a Salesforce Administrator & Developer providing CRM configuration, workflows, reporting, dashboards, and end-user adoption training—backed by ongoing study in data science.