Open to opportunities

Lucía Morales

@lucia_morales

Customer Success & Client Operations professional driving onboarding, product adoption, and retention across B2B SaaS and services.

Argentina

Message

What I'm looking for

I’m looking for a fully remote Customer Success role where I can own onboarding-to-retention, drive product adoption, prevent churn early, and collaborate cross-functionally—using CRM and support tooling to keep operations accurate.

I’m a bilingual Customer Success and Client Operations professional with 6+ years across B2B SaaS and services, owning the client relationship from onboarding through long-term retention. I’m at my best when I can resolve issues end-to-end with “no escalation layer,” while keeping accounts accurate and clients engaged across the full lifecycle.

In my current Operations Coordinator role, I own client relationships for 300+ active accounts—from onboarding and activation to ongoing support—directly driving satisfaction and retention. I handle client communications for service inquiries, billing disputes, quotes, and follow-ups, while maintaining accurate records and reconciliation across systems like Jobber and Stripe. I also build SOPs, trackers, and internal documentation from scratch to standardize workflows and reduce manual work, and I’ve created a full recruiting pipeline from scratch—screening 50+ candidates and closing 4 hires.

Earlier, as a Customer Support Specialist at PLY, I owned inbound support and onboarding follow-up via Intercom, ran check-in calls to drive feature adoption, and flagged churn risk early. I monitor account health and lifecycle stages in the CRM, collaborate with Product and Engineering through Jira to resolve technical issues, and build onboarding documentation to reduce ramp time. With HubSpot-focused training and hands-on experience across support, sales development, and technical supervision, I bring a blend of customer empathy and operational rigor.

Experience

Work history, roles, and key accomplishments

Current

Operations Coordinator

Current

Horizon Property Management

Apr 2026 - Present (3 months)

Own client relationships end-to-end for 300+ active accounts, from onboarding through ongoing support, handling inquiries and retention without an escalation layer. Maintain records and billing/payment reconciliation across systems and build SOPs and internal documentation.

Customer Success Client Relationship Management Client Onboarding Customer Retention Payment Reconciliation SOP Development Documentation Recruiting Pipeline Candidate Screening Jobber Stripe

Customer Support Specialist

PLY

Oct 2025 - Mar 2026 (5 months)

Owned inbound support and onboarding follow-up for SMB and Mid-Market accounts via Intercom, running check-in calls to drive feature adoption and flag churn risk. Monitored account health in the CRM and collaborated with Product/Engineering via Jira to resolve technical issues.

Customer Support Product Adoption Account Health Monitoring Intercom CRM Proactive Support Jira Onboarding

Business Development Rep → CS

PLY

Sep 2024 - Oct 2025 (1 year 1 month)

Ran outbound prospecting as a BDR, using firsthand customer needs to improve handoff quality and early-adoption strategy, leading to promotion into Customer Support. Mentored new BDR hires on outreach strategy and CRM hygiene and helped build internal onboarding documentation to standardize workflows.

Outbound Prospecting Sales Development CRM Hygiene Mentor Onboarding Customer Support HubSpot Intercom Vitally Jira Datadog Metabase Slack

Sales Development Representative

CIENCE

Mar 2024 - Sep 2024 (6 months)

Executed structured outbound campaigns for US B2B clients while maintaining high CRM accuracy. Delivered clean handoffs to Account Executives.

Outbound Sales Development B2B Sales CRM Accuracy Account Executive Support

Inside Sales Representative

Solvo Global / TravelPass

Jul 2023 - Mar 2024 (8 months)

Handled inbound sales with a consultative approach while meeting weekly KPIs. Consistently achieved a 60% call-to-sale conversion rate.

Inbound Sales Consultative Selling Sales KPIs

Sales Development Representative

Funiversity LA

Nov 2022 - Feb 2024 (1 year 3 months)

Built prospecting processes and outreach playbooks from scratch as a foundational SDR hire. Guided families through complex multi-stakeholder decisions.

SDR Stakeholder Management

Customer Service Representative

Konecta

Aug 2021 - Apr 2023 (1 year 8 months)

Delivered high-volume technical support for mobile services while handling billing, device, and service inquiries. Maintained strong customer satisfaction during interactions.

Technical Customer Support Troubleshooting Billing Issue Resolution Customer Satisfaction

Back Office / Technical Supervisor

Continuum Recruitment

Jan 2011 - Jul 2021 (10 years 6 months)

Progressed from Billing Advisor to Technical Supervisor over 10 years, promoted twice on performance. Led back-office operations and technical support teams, implementing process improvements that reduced response times and increased team efficiency.

Billing Technical Support Leadership Team Supervision Back Office Operations Process Improvement Operational Efficiency