Fernanda Gracida
@fernandagracida
Customer Success professional driving adoption, retention, and expansion in B2B SaaS through data-informed support.
MexicoWhat I'm looking for
I’m a results-driven Customer Success professional with 15+ years in B2B SaaS and technology, managing client lifecycles from onboarding and adoption through renewal and expansion while exceeding retention and CSAT targets. Bilingual in English/Spanish, I’m naturally empathetic and data-informed—anticipating risk, building genuine trust, and advocating for customers across every level of the organization.
Across 4+ years fully remote with international teams, I deliver multichannel support and operational rigor—handling high-volume inquiries, logging and tracking cases in Salesforce CRM, and stepping in as a second-level escalation resource. I use customer health and usage analytics (including Power BI) to build targeted success plans, including driving a 30% reduction in first-year churn, while also turning structured customer feedback into action for Product and Engineering.
Experience
Work history, roles, and key accomplishments
Handled 50+ daily inbound inquiries across phone, email, and SMS while consistently meeting response-time and quality KPIs. Logged and tracked cases in Salesforce CRM and served as a second-level escalation resource performing quality checks.
Managed multi-channel inbound support (SMS, phone, email), achieving a 95% CSAT score across 40–60 daily interactions. Performed advanced diagnostics, coordinated end-to-end maintenance workflows with zero dropped handoffs, and led second-level escalations plus knowledge-base improvements.
Executed data-driven marketing campaigns across North America to generate qualified pipeline and support ARR targets. Identified 7+ upsell and cross-sell opportunities using platform usage patterns and routed structured customer feedback to Product and Engineering.
Identified churn risk signals and implemented targeted retention plays, contributing to a 30% reduction in first-year client churn. Improved CSAT and NPS by 70% using Power BI-based customer health scoring and delivered quality reviews with coaching recommendations.
Education
Degrees, certifications, and relevant coursework
Fernanda hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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