Open to opportunities

Jose Peña

@josepea

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Data-driven Customer Success Lead with 5+ years scaling retention, satisfaction, and revenue in EdTech SaaS.

Spain

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What I'm looking for

I seek a role where I can scale Customer Success into a revenue-generating function, lead cross-functional teams, and drive retention, expansion, and strategic growth in a collaborative, data-driven environment.

I am a strategic, data-driven Customer Success Lead with over five years of experience in the EdTech SaaS industry and an MBA, focused on driving retention, satisfaction, and ARR growth. I lead high-performing teams and manage B2B and B2C accounts to align customer strategies with expansion goals.

I have a proven track record of reducing churn, improving CSAT, and accelerating time-to-value through optimized onboarding and playbooks; notable achievements include maintaining an 85% CSAT benchmark, reducing churn by 15%, and increasing marketing case studies by 30%.

I excel at cross-functional collaboration, customer journey mapping, and using analytics and CRM tools to inform strategy, and I am committed to turning Customer Success into a measurable revenue-generating function.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success

Current

Lingokids

Oct 2023 - Present (2 years 8 months)

Reduced churn by 15% through proactive retention strategies and led advocacy initiatives that increased testimonials/case studies by 30%, while delivering onboarding and training to boost engagement.

Customer Success Retention Strategy Customer Advocacy Onboarding QBRs Amplitude Salesforce Zendesk Analytics

Customer Success Lead

Lingokids

Jun 2024 - Nov 2025 (1 year 5 months)

Led a high-performing Customer Success team and managed B2B/B2C strategic accounts, maintaining an 85% CSAT and driving ARR expansion through streamlined onboarding and time-to-value reductions.

Customer Success Team Leadership Onboarding CSAT Customer Advocacy Looker Braze

Customer Success Specialist

Lingokids

Apr 2020 - Sep 2023 (3 years 5 months)

Conducted strategic QBRs and implemented feedback loops that increased customer satisfaction by 20% and improved product and service improvements driving retention.

QBRs Customer Feedback Retention CRM (Salesforce)HubSpot Upselling Product And Service Improvements Braze Zendesk SQL

Business & Admin Intern

Lingokids

Jan 2019 - Mar 2020 (1 year 2 months)

Managed customer accounts and delivered high-quality support, improving loyalty and retention while partnering with leadership to optimize operations.

Customer Support Account Management Optimization Cross Functional Collaboration Customer Retention Reporting

Department Manager

Inversiones MPO311, C.A.

Oct 2017 - Oct 2018 (1 year)

Streamlined internal processes to increase departmental operational efficiency by 20% and strengthened client relationships to boost retention by 15%.

Process Improvement Operations Management Client Relationship Management Retention Team Leadership KPI Tracking

Manager

Servilara 15/10, C.A.

May 2015 - Oct 2017 (2 years 5 months)

Led deal-closing and customer loyalty initiatives that increased revenue by 25% in the first year and significantly improved B2B client retention and satisfaction.

Sales Strategy Closing Customer Loyalty Initiatives Revenue Growth Relationship Building