Mariela Franco
@marielafranco
Customer Success Manager driving retention and expansion for B2B SaaS accounts.
GuatemalaWhat I'm looking for
I’m a results-driven Customer Success leader focused on turning at-risk accounts into long-term partnerships. I lead retention programs with a strong, data-driven mindset—using churn, NPS, and product adoption insights to guide what happens next.
In my Customer Success roles, I’ve scaled B2B SaaS accounts across enterprise and SMB segments, including leading and mentoring a team of 5 CSMs managing a 75+ client portfolio. I implement tailored success plans and QBRs, and I’ve delivered retention impact like ~70% churn reduction within one year.
I also specialize in adoption and expansion: aligning platform usage to client goals, running onboarding and product implementation to accelerate value from day one, and identifying upsell opportunities to grow recurring revenue. I’m equally comfortable leading escalations cross-functionally to resolve complex issues quickly and protect the customer relationship.
Experience
Work history, roles, and key accomplishments
Team Lead and Customer Success
Gosite
Apr 2024 - Mar 2026 (1 year 11 months)
Led and mentored a team of 5 Customer Success representatives managing a portfolio of 75+ B2B SaaS clients across enterprise and SMB segments. Implemented retention strategies that contributed to an ~70% reduction in churn within one year and drove adoption, QBRs, escalations, and upsell opportunities.
Senior Customer Success Manager
Plecto/Zcaler.io
Apr 2021 - Apr 2024 (3 years)
Managed SMB, mid-market, and enterprise B2B SaaS accounts across the US market, achieving $51K+ in churn mitigation within 12 months through proactive retention strategies. Generated $12K+ in upsell recurring revenue, led onboarding and product implementation, and used Salesforce and HubSpot data (NPS/churn/adoption) to guide QBRs and success plans.
Senior Negotiator
Icon Solutions Group, S.A
Jan 2018 - Jan 2020 (2 years)
Led a team of 4 negotiators managing a high-volume portfolio of US-based clients in active debt resolution programs. Achieved an 80%+ settlement success rate by assessing financial profiles and negotiating with creditors on behalf of 3,000+ clients, securing debt reductions of up to 60% while ensuring compliance and accurate case documentation.
Customer Service Agent Supervisor
Xerox/Conduent
Jan 2011 - Jan 2015 (4 years)
Trained and supervised ~30 customer service representatives supporting UPS accounts through multi-channel operations across the US. Managed escalations and maintained high-volume service performance with 7–8 hours of continuous agent activity daily while ensuring quality and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Universidad de San Carlos de Guatemala
Degree in Psychology, Clinical Psychology
Degree in Psychology with a focus on Clinical Psychology, expected to graduate in 2029.
Universidad Galielo
Degree in Technology and Administration of Tourism and Hotel Companies, Tourism and Hotel Administration
Completed a degree in Technology and Administration of Tourism and Hotel Companies in 2017.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Social media
Job categories
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