Looking for a job

Gabriel Moreno

@gabrielmoreno

Message

Customer Success leader driving retention, NPS, and account expansion through AI-enabled lifecycle strategy.

Colombia

Message

What I'm looking for

I’m looking for a Customer Success role where I can drive retention, NPS, and recurring revenue using AI-enabled lifecycle strategy, partner closely with decision-makers, and lead teams that value customer-centric problem solving and measurable growth.

I’m a Business Administrator and Customer Success leader with 10+ years of experience building customer service, retention, and sales lifecycle strategies across B2B and B2C markets in Colombia, Latin America, and the US. I focus on reducing churn, increasing NPS, and creating strategic customer loyalty through upselling, cross-selling, and new business.

I bring a proactive, bilingual approach to customer lifecycle management and consultative account growth. I’ve led Customer Success teams, optimized processes using AI and digital tools (including Google Workspace and Copilot), and applied Design Thinking to improve the customer experience end-to-end.

Most recently, I’ve been helping education partners scale digital maturity and adoption within Google Workspace for Education, from assessment to handover to professional services—while integrating Generative AI support. I’m also experienced in handling high-impact safety and trust incidents, partnering with Legal, Compliance, Operations, and Support to contain issues, recover trust, and document cases with specialized CRM tools.

Experience

Work history, roles, and key accomplishments

Business Development Manager

Edvolution Colombia Sas

Jun 2025 - Mar 2026 (9 months)

Led consultative Customer Success, and sales efforts to drive digital transformation of education in Colombia and Latin America. Designed and implemented customer lifecycle strategies for adoption, retention, and account expansion within the Google Workspace for Education ecosystem, including generative AI professional development, and coordinated stakeholders to maximize renewal and gro

Customer Success Leadership Customer Lifecycle Management Adoption Strategy Customer Retention Account Expansion Google Workspace Generative AI CRM Management Stakeholder Management

Customer Success Specialist

Conscious Markets

May 2024 - Jun 2025 (1 year 1 month)

Designed and implemented customer service, loyalty, and retention strategies for the U.S. market for ADU (Accessory Dwelling Unit) marketing. Managed the customer lifecycle with proactive retention and post-sales follow-up, using CRM tools to ensure continuity of relationships, timely issue resolution, and compliance with service and retention metrics.

Customer Service Retention Strategy Retention Management Customer Lifecycle Management Post Sales

Customer Success Specialist

Sgs Colombia Holding (Airbnb)

Jul 2022 - Jun 2025 (2 years 11 months)

Managed critical safety, integrity, and trust cases in the Airbnb ecosystem, acting as a strategic liaison between guests, hosts, and internal teams. Led incident handling, containment, and resolution in coordination with Legal, Compliance, Operations, and Support, then drove retention and trust recovery with clear documentation and CRM-based traceability for regulatory compliance and continuous s

Incident Management Cross functional Coordination Compliance Support Guest Host Resolution Case Documentation