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johanna sellanes

@johannasellanes

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Senior Customer Success Manager driving retention, growth, and measurable client outcomes end-to-end.

Argentina

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What I'm looking for

I’m looking for a remote-first customer success role where I can own outcomes end-to-end—onboarding, retention, and expansion—pairing strategy reviews with CRM-driven execution and cross-functional collaboration to drive measurable results.

I’m a Senior Customer Success Manager with 10+ years of experience owning high-value client portfolios from onboarding and activation through retention, growth, and advocacy. I build scalable processes and SOPs, design walkthroughs and training materials, and use CRM-driven strategies to deliver early wins.

I’m at my best as a strategic advisor who aligns service delivery with measurable customer outcomes and navigates difficult conversations with professionalism. I run regular strategy reviews and performance check-ins, monitor customer health using CRM data and qualitative signals, and translate customer feedback into actionable improvements with product and engineering teams.

I’ve also led operational work across remote-first, async environments—mentoring junior team members and contributing to CS best practices as teams scale. I’ve worked across SaaS contexts including event organization and video commerce, and I bring strong tooling fluency with HubSpot, Zapier, Slack, Zendesk, and remote scheduling workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Sessionboard

Mar 2026 - Present (4 months)

Own the end-to-end customer journey for event organization clients, including onboarding, activation, retention, and growth. Build training walkthroughs and conduct strategy reviews aligned to client goals, translating feedback into product improvements.

Customer Success Onboarding Customer Health Monitoring HubSpot CRM Stakeholder Management Training Enablement

Customer Success Specialist

Videowise

Jul 2024 - Mar 2026 (1 year 8 months)

Owned the post-sale lifecycle for a portfolio of 50–80 accounts on a video commerce SaaS platform, serving as both strategic advisor and operational lead. Built scalable onboarding processes, monitored customer health to proactively reduce churn, and led regular strategy reviews with stakeholders.

Customer Success Post Sales Onboarding Customer Health Monitoring Churn Prevention Cross Functional Collaboration Client Advocacy

Technical L1 Support Agent

Redwood Software

Jun 2022 - Jul 2024 (2 years 1 month)

Provided technical support across 6 SaaS and on-premise enterprise products in a high-volume, SLA-driven environment, managing 20–40 tickets per week. Diagnosed and resolved configuration, integration, and software issues, triaged incidents to meet resolution SLAs, and coordinated with engineering using structured reproduction steps.

Technical Support Triage SLA Management Zendesk Zoom Defect Reproduction

Customer Success & Product Implementation Specialist

Prisma Campaigns

Dec 2021 - Apr 2022 (4 months)

Led product implementation and reboarding for new and at-risk clients on a marketing automation SaaS. Built onboarding SOPs and training walkthroughs to standardize activation and accelerated adoption, and used structured success plans to rebuild relationships and reduce churn.

Product Implementation Customer Success Success Planning Process Design

Ticketing Agent (B2B SaaS – Travel)

Nexion LLC

Jun 2016 - Dec 2021 (5 years 6 months)

Supported US-based B2B clients across three proprietary platforms in a high-volume, deadline-driven environment with strict SLA requirements. Operated Sabre GDS queues and managed complex multi-system workflows while delivering first-line technical assistance for platform issues.

B2B Customer Support SLA High Volume

Technical Product Support Specialist

Sabre Travel Network

Sep 2014 - Mar 2016 (1 year 6 months)

Delivered technical support and product training to travel agents across LATAM. Reduced agent friction through hands-on troubleshooting and guided adoption of travel-related tools.

Technical Support Product Training Troubleshooting Customer Enablement LATAM Support Knowledge transfer

Customer Service Agent

Amazon

Jan 2012 - Jan 2013 (1 year)

Handled high-volume US customer support via phone and email in a metric-driven environment. Managed fraud detection, escalations, and complex order disputes while resolving customer issues efficiently.

Customer Support Fraud Detection Escalations Management Communication Skills