Justin Mateo

With over 8 years of experience as an Enterprise Customer Success Manager, I have successfully managed over $50M in Annual Recurring Revenue (ARR) while cultivating strong partnerships and understanding customer needs. My proven track record includes boosting user adoption, leading cross-functional initiatives, and delivering actionable insights to C-suite clients.

At Guesty, I managed 40 strategic accounts, generating $15M in ARR and maintaining a churn rate under 1.5%. I implemented an advanced customer feedback program that elevated our Net Promoter Score (NPS) by 33% within a year and increased user engagement by 20%. My ability to close $2M in ARR through cross-sell and upsell opportunities demonstrates my commitment to driving revenue growth and enhancing customer satisfaction.

Previously, as a Lead Account Manager at Truetox Laboratories, I managed a portfolio of 30 enterprise clients, generating $35M in annual revenue. I achieved a 30% increase in contract renewals through effective Quarterly Business Reviews and customized service plans. My strategic initiatives, including the Telehealth Toxicology Testing program during the COVID-19 pandemic, ensured business continuity and client retention.