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Martin Olivera Prietto

@martinoliveraprietto

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Head of Customer Success & Support Operations driving scalable B2B SaaS customer outcomes.

Denmark

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What I'm looking for

I seek a leadership role in Customer Success or Support Operations at a growing B2B SaaS company where I can scale teams, improve CX with data-driven processes, and drive product improvements through VoC.

I am a Customer Success and Support Operations leader with 8+ years building and scaling customer-facing operations across B2B SaaS. I have led teams up to 13 specialists across four countries, designed multi-country Genesys IP telephony infrastructures, maintained ISO 9001 certification for five consecutive years, and introduced AI-powered support workflows that significantly reduced response times and increased activation and retention.

My work focuses on building self-service knowledge systems, onboarding programs, and cross-functional enablement academies that drive measurable outcomes—89% faster first response times, 26% higher new user activation, and successful migration and 81% retention of 900+ B2B clients. I act as a strong Voice of the Customer, translating insights into product and process improvements while maintaining enterprise-grade quality and SLA performance.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Associate

Current

Zara

Oct 2025 - Present (5 months)

Delivering in-person customer service in a high-traffic retail environment while strengthening Danish language skills and adapting to local workplace standards.

Retail Customer Service Multicultural Communication Conflict Resolution Customer Experience

Head of Customer Success

QuintoAndar / Tokko Broker

Apr 2019 - Mar 2025 (5 years 11 months)

Led a 13-person Customer Success and Support operation across four LATAM countries, implemented Genesys IP multi-country telephony and AI support workflows, and maintained ISO 9001 certification while achieving 81% retention migrating 900+ clients.

& Customer Success Support Operations Genesys HubSpot Intercom Jira ISO 9001 VOC分析

Customer Success Team Lead

Sumaprop

Feb 2017 - Apr 2019 (2 years 2 months)

Built and led a 5-person Support, Onboarding & Retention team, launched the company's first knowledge base and onboarding program, increasing new user activation by 26% and reducing onboarding time from 25 to 7 days.

Onboarding Knowledge Base Customer Onboarding CSAT KPI Tracking

Customer Service Specialist

Santander Bank

Nov 2011 - Jul 2013 (1 year 8 months)

Supported digital banking onboarding and account management, resolved technical access issues, and contributed to improved digital product adoption through proactive customer guidance.

Customer Support Onboarding Account Management Communication