Open to opportunities

Jemma Gonzalez

@jemmagonzalez

Message

Customer success leader driving SaaS retention and expansion through data-led onboarding and renewals.

Canada

Message

What I'm looking for

I’m looking to own onboarding-to-renewal growth for SaaS customers—using data, QBRs, and scalable playbooks to reduce churn, improve adoption, and drive measurable expansion with strong cross-functional alignment.

I’m a customer success and growth professional with 6+ years of experience owning onboarding-to-renewal journeys. I proactively spot adoption risks early, leverage data to make smart recommendations, and build scalable processes that reduce churn while uncovering upsell opportunities.

At Dayuse.com, I lead strategic onboarding and QBRs for 40+ high-value hotel partners, aligning KPIs to business goals. I transform at-risk accounts into top performers—boosting retention by 45% and reducing churn by 20%—while consulting partners to launch targeted marketing that accelerates platform adoption.

Previously at TextMaster, I grew my regional client base by 30% by driving the full post-sale lifecycle for SMB and mid-market accounts. I secured 145% NRR across 40+ accounts by identifying usage gaps early, preventing 15% potential churn, and creating tailored success plans that reveal expansion opportunities.

Earlier roles strengthened how I partner across teams to improve customer journeys and commercial outcomes. I streamlined post-sale workflows to accelerate sales cycles by 25% and grew ARR/accounts by 15%, while also mapping low-usage accounts to feature gaps to win 3x more expansion deals. I hold a Certified CSM credential and bring hands-on CRM and prospecting expertise across Salesforce and HubSpot.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Market Manager

Current

Dayuse.com

Nov 2024 - Present (1 year 5 months)

Led strategic onboarding and QBRs for 20+ high-value hotel partners, aligning KPIs to business goals and turning at-risk accounts into top performers. Boosted retention by 45% and reduced churn by 20% by launching data-driven performance reviews and targeted marketing campaigns to accelerate adoption.

Customer Onboarding QBRs Churn Prevention Renewals KPIs Stakeholder Management Performance Analytics Digital Marketing Portfolio Management

International Account Executive

TextMaster

Aug 2022 - Nov 2024 (2 years 3 months)

Grew the regional client base by 30% by owning the post-sale lifecycle for SMB/mid-market accounts, using CRM health monitoring and proactive QBRs. Achieved 145% NRR across 40+ accounts by identifying usage gaps early, preventing 15% potential churn, and uncovering expansion opportunities.

Account Management QBRs Renewals NRR%Churn Prevention Stakeholder Management Growth Strategy

Account Development and Client Success

MemoryBlue

Feb 2021 - Dec 2021 (10 months)

Accelerated sales cycles by 25% for tech accounts by streamlining post-sale workflows in CRM and surfacing upsell paths that grew ARR/accounts by 15%. Partnered cross-functionally to optimize customer journeys, delivering 3x more expansion deals by mapping low-usage accounts to feature gaps.

Workflow Optimization Upsell Account Planning Customer Journey Mapping Cross Functional Collaboration Expansion Management

Account Manager

Mercedes Benz USA

Aug 2019 - Feb 2021 (1 year 6 months)

Drove 12% upsell attainment across 30+ premium accounts by mapping client needs to service expansions and strengthening relationships and loyalty. Restructured Salesforce data for 30 key accounts, cutting outreach waste by 40% and enabling faster renewals and insights for the regional team.

Account Management Upsell Renewals Relationship Building Loyalty Programs Data Restructuring Renewal Insights