Open to opportunities

Mariana Fulleda

@marianafulleda

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Senior Customer Success Manager driving NRR growth, onboarding programs, and data-driven customer retention strategies.

Colombia

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What I'm looking for

I seek a remote, US-time-zone role where I can scale CS operations, reduce churn, drive NRR and expansion, mentor teams, and collaborate closely with product and engineering.

I am a Senior Customer Success Manager with 10+ years of B2B SaaS experience across customer success, product ownership, data analytics, and sales. I specialize in building CS programs from scratch—onboarding frameworks, health scoring, and churn prevention—while managing remote portfolios for U.S. and EU clients.

I have managed portfolios ranging from $1.1M to $9.4M ARR and consistently delivered 103–107% NRR through expansion, renewal management, and proactive executive alignment. Notable achievements include preventing $189K in churn at Hub Planner, delivering 14.5% ARR growth at Factored AI, and securing upsells such as a $60K ARR deal at Deel.

I bring a consultative, trust-first approach, strong cross-functional collaboration with product and engineering, and hands-on people development. I am bilingual (Spanish/English), fully remote and US time zone–aligned, and seeking opportunities where I can scale customer success operations and drive measurable revenue retention and expansion.

Experience

Work history, roles, and key accomplishments

Current

Account Manager

Current

Factored AI

Jun 2025 - Present (9 months)

Manage a $9.4M ARR portfolio of AI and MLOps staffing engagements, revitalized under-engaged accounts to achieve 103% NRR in Q3 2025 and delivered 14.5% ARR growth in Q4 2025 through expansion initiatives.

Customer Success Account Management NRR%Client Retention Cross Functional Collaboration

Senior Customer Success Manager

Hub Planner

Sep 2023 - Jun 2025 (1 year 9 months)

Built and scaled the CS function, managed an 89-account $1.3M ARR portfolio, launched onboarding and health scoring frameworks that prevented $189K in churn and achieved 105% NRR while reducing support tickets by 23%.

Onboarding Churn Prevention HubSpot Customer Training Mentoring Process Improvement

Customer Success Manager

Deel

Jan 2023 - Sep 2023 (8 months)

Managed post-sales for 113 global customers (~$6M ARR), developed data-driven QBR frameworks that surfaced expansion opportunities including a $60K ARR upsell and contributed to a team NRR of 107%.

Customer Success QBRs Renewal Management Upselling Data Driven Stakeholder Management

Customer Success Manager

Plato

Jan 2022 - Aug 2022 (7 months)

Oversaw 45+ B2B accounts ($1.1M ARR), managed full lifecycle from onboarding to renewal, upgraded customer scoring and created storytelling QBRs to strengthen renewals with engineering leadership.

Customer Lifecycle Onboarding QBRs Mentorship

Customer Success Manager

Countly

Jun 2020 - Jan 2022 (1 year 7 months)

Managed 50+ accounts across the Americas, renewed 84% of portfolio value ($538K) and negotiated an average price increase of 43% using value-based renewal strategies.

Renewals Value Based Selling Customer Retention Mobile Analytics Stakeholder Engagement Account Management Revenue Growth Negotiation

Co-Founder & CEO

Verifikar

Jan 2019 - Mar 2020 (1 year 2 months)

Built a B2B SaaS startup from inception, launched an MVP that acquired 20 paying companies in the first month and led product, sales, and customer adoption efforts; invited to interview at Y Combinator.

Product Management Go To Market Customer Acquisition SaaS Onboarding MVP Development

Retail Product Manager

Banco Falabella

Jan 2018 - Jan 2019 (1 year)

Grew a payment method's market share from 16% to 19% across a retail network generating ~$2M/month, trained sales teams across 40 locations and implemented data-driven sales strategies reported to senior leadership.

Product Management Payments Sales Training Market Share Growth Data Analysis Merchandising Retail Strategy

General Store Manager

Stradivarius

Oct 2015 - Apr 2017 (1 year 6 months)

Turned around an underperforming store to exceed monthly sales targets by 20% within one month and reduced annual COGS by $20K through operational and merchandising improvements across Colombia and Panama.

Store Management Sales Analysis Visual Merchandising Operations Inventory Management Team Leadership Customer Experience

Risk Analyst & Technology Lead

Banco de Bogotá

Jun 2009 - Aug 2012 (3 years 2 months)

Automated multiproduct credit approvals using SAS, cutting processing time by 50% and doubling pre-approved customer volume; led SAS and Experian integration projects across departments.

SAS Risk Analysis Process Automation Fraud Detection Reporting Project Leadership Credit Risk

SAP B1 Consultant

SEN Consulting

Jan 2008 - Jan 2009 (1 year)

Implemented SAP Business One for SME clients, managing discovery through go-live for 3 projects and delivering needs assessments, configuration, and end-user training.

SAP Business One Implementation Business Analysis Configuration Training Project Management SME Requirements Gathering