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Karla Gila

@karlagila

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

Mexico

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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

Customer Success | Strategic Partnership

Current

Ella Completa LLC

Jul 2024 - Present (1 year 11 months)

Led customer success, onboarding, and strategic partnerships for a digital learning platform. Managed corporate client relationships, conducted product demos, trained users, and drove platform adoption. Built 20+ strategic partnerships, supported B2B sales efforts, and developed onboarding processes for instructors and users. Focused on customer engagement, retention, and user experience.

Digital Community Management Course Experience Podia User Onboarding Email Automation Documentation Partnership Development Partnership Management

Customer Success & Onboarding

Project Your Future

Jul 2021 - Jun 2025 (3 years 11 months)

Managed a portfolio of up to 150 active customers, supporting onboarding, adoption, and long-term engagement. Conducted 90+ onboarding sessions and guided 400+ users through their customer journey. Achieved 95% customer retention and 80% platform adoption. Collaborated with sales, legal, and product teams while supporting renewals, customer education, and account growth opportunities.

& 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