I’m looking for a Customer Success or Onboarding role where I can take ownership, work directly with customers, and help them get measurable results. I work best in fast-moving teams with clear communication and enjoy solving problems, improving workflows, and supporting clients through adoption and ongoing use.
HBLooking for a job
Hairo Baez
@hairobaez
Customer Success and Onboarding leader with 10 years in social media SaaS, driving adoption, retention, and operational clarity for fast-moving teams.
Dominican RepublicWhat I'm looking for
I’m a Customer Success and Onboarding leader with 10 years in social media SaaS. I specialize in helping agencies, multi-location brands, and creator-driven businesses get measurable outcomes from their tools through clear onboarding, structured account management, and data-backed guidance.
I grew at Sked Social through four roles over a decade, managing a $200K+ MRR portfolio and maintaining 90%+ retention by leading QBRs, designing onboarding frameworks, and creating customer health systems to catch churn risks early. I also scaled the support team, improved response times, and built workflows that increased efficiency and reduced operational friction.
My strengths are turning complexity into clear next steps, running smooth onboarding experiences, and helping customers translate product usage into real results. I work well in fast-paced, remote-first environments and partner closely with Product, Engineering, and Sales to surface insights and improve the customer experience.
I’m looking for roles in Customer Success, Onboarding, or Customer Operations where I can take ownership, move fast, and contribute directly to retention and growth.
Experience
Work history, roles, and key accomplishments
SSManaged a $200K+ MRR portfolio and kept retention above 90% by leading QBRs, improving onboarding, and building customer health dashboards. Identified expansion opportunities and partnered with Product, Engineering, and Marketing to drive adoption and renewals across agencies and multi-location brands.
SSScaled a remote support team and cut response times by 25%. Built onboarding resources that reduced early-stage tickets by 15%. Ran support analytics to flag at-risk accounts and improve retention. Maintained the knowledge base, reduced ramp time by 30%, and automated workflows that improved accuracy and speed for creators, agencies, and brands.
SSLed a remote team with 85%+ CSAT and sub-5-minute response times. Built tiered workflows that sped up resolutions by 20%. Managed four support tool migrations with zero downtime. Handled escalations and recovered at-risk accounts. Hired and trained new team members, cutting ramp time by 25% and improving accuracy.
SSFirst support hire who built Sked’s initial support function and onboarding experience. Provided 24/7 support as the company scaled from 1k to 6k+ customers. Led demos and outreach that improved activation and cut early churn. Recovered high-risk accounts and partnered with the founder to shape early product and workflows.
Education
Degrees, certifications, and relevant coursework
Hairo hasn't added their education
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Availability
Looking for a job
Location
Dominican RepublicAuthorized to work in
Salary expectations
60k-75k USD
Social media
Job categories
Skills
Client StrategyEnterprise Account ManagementSocial Media SaaSCampaign PlanningPerformance AnalysisCustomer Health MonitoringQBRsChurn Risk ManagementCross Functional CollaborationProcess DesignWorkflow OptimizationRemote Team LeadershipHubSpot Service ToolsIntercomZendeskFreshdeskFrontGoogle WorkspaceSlackStripeSocial Scheduling PlatformsReporting ToolsGmailHelpDesk+HubSpotRefineRemote TeamCustomer OnboardingImplementationProduct Adoption StrategiesRetention StrategyRetentionRetention ManagementRenewal ManagementExpansionsExecutive PresenceExecutive CommunicationSuccess PlanningCustomer Training
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