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José Carlos Vázquez Gutierrez

@joscarlosvzquezgutie

Customer Success Manager at Affirma, protecting enterprise revenue with 98% churn reduction and account growth tied to customer goals.

Mexico

Message

At Affirma, I manage 36 Enterprise and Major accounts representing $1.5M ARR, focusing on long-term retention, revenue growth, and executive alignment. Through proactive success planning and early risk intervention, I reduced churn by 98%.

At Multiplier, I managed global accounts and partnered with HR, Finance, and Leadership teams. I helped increase product adoption by 28%, reduce time-to-value by 24%, and lift MRR by 25% through tailored onboarding and consultative expansion.

At Hostaway, I progressed through customer success and onboarding roles, helping customers adopt the platform and reach go-live. As Onboarding Lead, I redesigned workflows to reduce onboarding time by 67% and average go-live time by 35%.

Earlier, at Dine.Direct, I led adoption and launch for food-industry clients and created processes that reduced support tickets by 30%. I also advised 200+ businesses on operational efficiency, workflow automation, and revenue optimization through independent B2B consulting.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Affirma

Jan 2026 - Present (9 months)

Managing a portfolio of 36 Enterprise and Major accounts representing $1.5M ARR, with a focus on long-term retention, revenue growth, and executive alignment.

98% churn reduction through proactive success planning, customer health monitoring, and early risk intervention
40% average revenue uplift per account through optimization proposals tied directly to customer business goals
Serve as a trus

Customer Success Manager

Multiplier

May 2025 - Jan 2026 (8 months)

Managed a portfolio of 60+ global accounts exceeding $30K MRR, acting as a strategic partner to HR, Finance, and Leadership teams scaling international operations across compliance-heavy environments.

98% retention across all global accounts through structured success planning and proactive stakeholder engagement
28% increase in product adoption by designing tailored onboarding and workflow opt

Onboarding Lead

Hostaway

Nov 2023 - May 2025 (1 year 6 months)

- Reduced onboarding time by 67% by redesigning workflows and standardizing the Sales-to-CS handoff
- Maintained 99% retention and 98% CSAT across all enterprise accounts
- Acted as voice of the customer, influencing Product roadmap and reducing friction cross-functionally
- Drafted SOPs for the onboarding team, standardizing processes and improving execution consistency
- Reduced average go-l

Senior Customer Success Specialist / Enterprise Onboarding Specialist

Hostaway

Apr 2023 - Nov 2023 (7 months)

- Managed 40+ SMB and 15+ enterprise clients simultaneously across multi-stakeholder onboarding cycles
- Maintained 99% average CSAT across the full account portfolio
- Increased retention by 43% through proactive engagement, structured success planning, and early risk identification
- Drove 52% upsell growth by identifying expansion opportunities and aligning platform capabilities to customer goa

Customer Success Specialist / Onboarding Specialist

Hostaway

Apr 2022 - May 2023 (1 year 1 month)

- Managed 60+ clients per month through full onboarding cycles, maintaining 99% CSAT consistently
- Established a month-over-month record for most onboardings and go-lives completed across all market segments
- Guided SMB and mid-market customers from sales handoff through full platform adoption and go-live

Implementation Specialist

Dine.Direct

Apr 2021 - Jul 2021 (3 months)

Led adoption and launch for clients in the food industry, ensuring best practices while increasing the product value for their operation
Created new processes, reducing support ticket volume by 30%.