Open to opportunities

Karla Gila

@karlagila

Message

Bilingual Customer Success Manager focused on onboarding, adoption, and retention for digital SaaS platforms.

Mexico

Message

What I'm looking for

I’m seeking to advance my career in global, customer-centric technology firms where I can lead onboarding and retention, collaborate cross-functionally, and scale automation that improves the customer experience.

I’m a bilingual Customer Success Manager with more than three years of experience driving onboarding, loyalty, and customer success initiatives on digital platforms. I’ve grown product adoption to 80%, improved customer retention to 95%, and reduced onboarding time by 25% through a consultative, user-first approach.

I oversee onboarding for 85+ clients and 400+ users, building scalable resources like SOPs, Loom tutorials, and guided tours, while handling post-sales incidents, escalations, and technical obstacles. I also lead remote community and course experience work—coordinating LATAM instructor onboarding, standardizing UX across content and landing pages in Podia, and automating welcome emails in Spanish to increase engagement and conversion.

Experience

Work history, roles, and key accomplishments

Current

Digital Community & Course Lead

Current

Ella Completa LLC

Aug 2024 - Present (1 year 10 months)

Led remote onboarding and go-live for 10+ LATAM instructors, ensuring consistent course structure and user experience on Podia. Optimized the digital campus experience with automated welcome emails and improved user conversion through onboarding and experience enhancements.

Digital Community Management Course Experience Podia User Onboarding Email Automation Content Creation Documentation

Customer Success & Onboarding

Project Your Future

Aug 2021 - Jul 2025 (3 years 11 months)

Oversaw end-to-end onboarding for 85+ clients and drove adoption and loyalty for 400+ users on digital platforms. Improved product adoption to 80%, retention to 95%, reduced onboarding time by 25%, and strengthened inbound conversion to 35%.

& Customer Success Onboarding Product Adoption Customer Retention Account Management SOP Development Process documentation Email Marketing User Onboarding

Digital Marketing & Admin Coordinator

Demco Consulting

Jan 2020 - Jan 2021 (1 year)

Coordinated onboarding and documentation for new personnel, administering psychometric assessments and supporting selection processes. Built and maintained a WordPress site and blog (SEO and automation), handled billing and customer relations, and improved operational efficiency via CRM.

Digital Marketing WordPress SEO Process documentation CRM Customer Relations Billing Operations Workflow Automation