At Tándem Norte, I co-founded a consultancy with Customer Success and Executive Search practices, and led the Customer Success practice for SaaS B2B, Fintech, Payments, and Ecommerce companies in LATAM. I built its service offering and methodology, covering CS diagnostics, segmentation, customer journeys, health scores, playbooks, KPIs, and organizational design.
At Simetrik, I built the SMB Customer Success business unit in LATAM from scratch. I grew its portfolio from 30 to 78 clients and ARR from USD 720K to USD 3.4M, while reducing annual customer churn from 38% to 16% and raising GRR from 90% to 95%. I also brought NRR to 99% and achieved 104% of annual quota through expansion.
Earlier at Simetrik, I managed an enterprise portfolio that grew from 12 to 36 accounts with zero churn. Before that, at Carlson Wagonlit Travel (CWT), I managed strategic enterprise accounts with annual retention above 97%; at Carvajal Tecnología y Servicios, I worked across client, business strategy, and treasury analyst roles.
