Open to opportunities

Griselda Ly

@griseldaly

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Customer Success & onboarding leader driving adoption, retention, and revenue growth for enterprise and SMB accounts.

United States

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What I'm looking for

I’m looking for a customer success role where I can lead onboarding and lifecycle programs, use Salesforce to monitor customer health, and partner cross-functionally to improve retention, adoption, NPS, and renewals through proactive enablement.

I’m a Customer Success and Onboarding Specialist with 7+ years of experience managing enterprise and SMB accounts and driving customer adoption, retention, and revenue growth. I’ve increased renewals by 30%, improved retention by 15%, and boosted NPS through proactive lifecycle management, customer enablement, and strong stakeholder engagement.

I’m experienced in Salesforce CRM, implementation support, and cross-functional collaboration to deliver seamless customer experiences. Bilingual Spanish, I focus on building scalable customer success strategies, delivering onboarding and product training, and monitoring customer health, risks, and engagement to help customers succeed long term.

Experience

Work history, roles, and key accomplishments

National Account Manager

Verizon Wireless

Jul 2019 - Sep 2022 (3 years 2 months)

Led onboarding and rollout coordination for enterprise and SMB customers across industries. Increased renewals by 30% and upsell revenue by 20% through proactive customer lifecycle management, executive stakeholder alignment, and customer enablement.

Customer Onboarding Customer Lifecycle Management Renewals Upsell Stakeholder Engagement Customer Enablement Salesforce CRM Cross Functional Collaboration Product Training

Local Account Manager

Verizon Wireless

Jul 2015 - Jul 2019 (4 years)

Managed an SMB customer portfolio and improved retention by 15% through tailored solutions. Supported onboarding and customer training initiatives, coordinated solution delivery, and maintained CRM records to track engagement and performance.

Account Management Customer Onboarding Customer Training Stakeholder Engagement Solution Delivery CRM Data Management Customer Discovery Relationship Management Process Improvement

Solutions Manager

Verizon Wireless

May 2009 - Jul 2015 (6 years 2 months)

Led customer success initiatives that increased NPS by 10% across multiple territories. Designed CRM-driven campaigns to improve retention and engagement and trained new hires on customer support systems and service processes.

Customer Success Management NPS Customer Engagement Training Enablement Salesforce CRM Process Improvement