Open to opportunities

Jorge Ivan Fosado Partida

@jorgeivanfosadoparti

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Customer Success leader driving retention, expansion, and product-led adoption.

Mexico

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What I'm looking for

I seek a cross-functional CS role at a growth-minded SaaS company where I can scale processes, improve retention and expansion, and partner with Product and Sales to drive measurable customer outcomes.

I am a results-driven Customer Success manager with experience scaling CS operations, driving retention, and enabling product adoption across B2B and B2C SaaS environments. I have built single sources of truth in CRMs, standardized playbooks and health scoring, and closed the voice-of-customer loop to inform product roadmaps and lift NPS/CSAT.

I have repeatedly improved renewal rates and expansion—delivering 99% revenue retention, a 10% upsell revenue increase, and a 30% NPS lift—while reducing onboarding and setup time by over 40%. I thrive on cross-functional collaboration with Sales, Product, and Marketing to convert risk into revenue and create scalable customer enablement programs.

Experience

Work history, roles, and key accomplishments

Scaled Customer Success Manager

Digioh

Apr 2025 - Sep 2025 (5 months)

Architected a HubSpot single source of truth and CS cadence, scaled enablement programs and in-app nudges to accelerate activation and feature adoption, and closed the voice-of-customer loop to drive roadmap fixes and improve NPS/CSAT.

Customer Success HubSpot Onboarding Product Feedback Customer Enablement

Customer Success Manager

Diligent

Apr 2024 - Apr 2025 (1 year)

Drove a 10% upsell increase and 99% revenue retention by proactive account planning, improved onboarding resources that cut setup time 40%, and boosted NPS 30% through structured feedback and follow-ups.

Customer Success Salesforce Onboarding Account Management NPS Upsell Cross Functional Collaboration

Customer Sales Specialist

Arrow Electronics

Apr 2023 - Mar 2024 (11 months)

Managed end-to-end lifecycle for 15 large US enterprise accounts achieving 95% CSAT, built success plans that reduced churn and increased renewals by 20%, and drove client business reviews to uncover upsell opportunities.

Account Management Enterprise Sales Customer Success CSAT Client Business Reviews Stakeholder Management

City Manager

Renterii

Jan 2023 - Mar 2023 (2 months)

Established feature request, support and bug pipelines in CRM, managed SMB and B2C renewals, and streamlined support processes to accelerate issue resolution and improve customer satisfaction.

CRM Management Customer Support Renewals SaaS Operations

Project Intern

Basic Group

May 2022 - Dec 2022 (7 months)

Supported project work remotely on sustainability-focused initiatives, contributing to research and coordination across stakeholders to advance project deliverables.

Research Remote Collaboration Sustainability

Sustainability Intern

Mexican Government

Oct 2019 - Mar 2021 (1 year 5 months)

Contributed to sustainability projects within government programs, conducting analysis and supporting implementation efforts to advance local sustainability objectives.

Sustainability Data Analysis Program Support Policy Research Stakeholder Engagement