Etna Duque

Results-driven Customer Success leader with a proven track record in optimizing and enhancing the customer journey through strategic analysis and targeted improvements within high-impact sectors like FinTech, digital transformation, and B2B e-commerce. I specialize in building strategic partnerships, refining customer journey maps, and driving revenue growth through customer-centric approaches and data-driven insights.

With over 10 years of experience in customer success and business strategy, I’ve successfully led cross-functional teams to improve onboarding, reduce churn, and boost lifetime value. My expertise lies in KPI implementation, business process optimization, and strategic planning, enabling clients to unlock their full growth potential. I’m passionate about customer lifecycle management and leverage advanced analytical skills to map customer journeys, define success milestones, and design customized communication plans that ensure long-term success.

Key achievements include reducing onboarding timelines by 80% at Addi, increasing client GMV by 110% at Cloud Kitchens, and designing a B2B business model that opened up over $120,000 in annual potential revenue. I’m recognized for my strong strategic leadership, ability to build long-term relationships, and experience in agile methodologies that streamline operations and enhance customer engagement.

Core Skills: Customer Lifecycle Management | Business Strategy | KPI Implementation | P&L Management | Revenue Generation | Customer Retention | Cross-functional Collaboration | Upselling & Cross-selling | Strategic Partnerships | Technology & IT Integration | Agile Methodologies | Campaign & Marketing Strategy

If you’re looking for a strategic, results-oriented Head of Customer Success who can drive impactful growth and build resilient client partnerships, let’s connect.