Juanfra Salfate
@juanfrasalfate
Strategic Customer Success leader driving retention, expansion, and value on enterprise SaaS.
BrazilWhat I'm looking for
I’m a strategic Customer Success professional with 14 years at NielsenIQ, managing enterprise portfolios up to $3M ARR on complex, multi-module SaaS platforms. I’ve earned a reputation as a trusted advisor to C-suite stakeholders, translating complex data into adoption, expansion, and long-term partnerships—backed by a consistent 100% client retention record.
In my recent role, I owned a $1M–$3M ARR enterprise portfolio on NIQ Discover, achieving 100% retention and generating $75K+ in annual expansion leads in partnership with Sales. I also contributed to a company-wide +10pt NPS YoY improvement, led executive business reviews (QBRs), and tied pricing, distribution, and product recommendations to measurable client outcomes—including a pricing opportunity that helped a client capture 50% market share in its tier.
Beyond day-to-day account leadership, I’ve helped shape how Customer Success operates: I led end-to-end SaaS migration in 6 months, designed onboarding frameworks adopted as team standards, and created service model and governance frameworks for lifecycle delivery. Earlier, I built NielsenIQ’s CS function from the ground up—scaling a 30-person organization while delivering USD 100K in annual cost savings—and I bring deep client service and analytics expertise from my early career.
Experience
Work history, roles, and key accomplishments
Owned a $1M–$3M ARR enterprise portfolio on NIQ Discover, achieving 100% client retention and generating $75K+ in annual expansion leads in partnership with Sales. Drove C-suite executive business reviews, contributed to a +10pt NPS YoY improvement, and identified market/pricing opportunities including a client launching a new product that captured 50% market share.
Managed full customer lifecycle for a USD 2.5MM portfolio and led an end-to-end legacy-to-SaaS migration to NIQ Discover in 6 months. Designed customer success service models and governance frameworks, and orchestrated Analytics, Product, and Data Science to resolve escalations and standardize enterprise-grade delivery.
Led a CS team across ~60 SMB and enterprise accounts, applying delivery frameworks from the organizational transition. Recovered two high-risk accounts with disengaged or hostile stakeholders, restoring full adoption without contract loss through executive alignment and value reinforcement.
Selected to build NielsenIQ’s CS function from scratch, designing team structure, delivery standards, and operational frameworks during the Sales/CS separation. Managed a 30-person organization delivering USD 100K in annual cost savings while establishing scalable CS delivery foundations across the region.
Continued a dual analytical and commercial role, generating consultative value through data for FMCG clients. Received the Arthur Charles Nielsen Award (2018) for closing new premium services with a first-time buyer, and generated +$80K in new SMB business.
Delivered market and consumer insights for global FMCG leaders, forming the analytical foundation for a consultative CS approach. Balanced analytical delivery with commercial responsibilities, including client negotiations, pricing decisions, and account growth prior to the CS function being formally established.
Education
Degrees, certifications, and relevant coursework
Pontificia Universidad Católica de Chile
Bachelor of Science, Business Administration (Commercial Engineering)
2007 - 2011
Grade: Graduated with Distinction
Bachelor of Science in Business Administration (Commercial Engineering) at Pontificia Universidad Católica de Chile, graduated with distinction (2007–2011).
Pontificia Universidad Católica de Chile
Associate Degree, Sciences
2005 - 2006
Associate Degree in Sciences at Pontificia Universidad Católica de Chile (2005–2006).
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
Skills
Interested in hiring Juanfra?
You can contact Juanfra and 90k+ other talented remote workers on Himalayas.
Message JuanfraFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
