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Myrna Cabotaje

@myrnacabotaje

I build customer retention and adoption across SMB and enterprise accounts using proactive, data-informed account strategy.

Canada

Message

What I'm looking for

I'm looking for a customer success role where I can strengthen account health, drive adoption and retention, identify risk early, and partner closely with Sales, Support, and delivery teams across SMB and enterprise customers.

I've managed SMB, mid-market, and enterprise customer relationships across Microsoft, Omnivex, and cloud environments, protecting adoption, retention, and stakeholder confidence. At Apex Systems, I managed an 8-account $250K–$500K ARR portfolio with zero non-renewals and more than 90% CSAT.

I use usage data and health indicators to identify churn risk early, coordinate with Sales, Engineering, Support, and Professional Services, and turn customer needs into action. I've reduced onboarding backlog by 40%, improved time-to-value by 30%, and negotiated a three-year renewal for an at-risk relationship.

Experience

Work history, roles, and key accomplishments

Current

Client Success & Delivery Consultant

Current

Next Step Consulting

Jul 2026 - Present (2 months)

Serve as primary point of contact for prospective SMB clients of Practical Flow Apps, leading structured discovery sessions to identify operational bottlenecks and define project scope. Translate business requirements into clear summaries that support proposal development and technical delivery alignment.

Customer Success Discovery Requirements Analysis Proposal Development Technical Delivery

Customer Success Account Manager

Apex Systems

Jan 2024 - Mar 2025 (1 year 2 months)

Built and maintained trusted relationships across a $250K–$500K ARR book of business (8 accounts) spanning SMB and mid-market stakeholders within Microsoft's segment, sustaining zero non-renewals and greater than 90% CSAT. Led onboarding and implementation for new accounts, reducing onboarding backlog by 40% and improving time-to-value by 30%.

Customer Success Account Management SMB Enterprise Onboarding Implementation Churn Risk Management Retention Salesforce CSAT NPS Cross Functional Collaboration

Digital Solutions Architect

Omnivex

May 2021 - Nov 2023 (2 years 6 months)

Served as primary point of contact for enterprise clients using digital signage software, resolving technical blockers and coordinating escalations to protect account health and satisfaction. Translated business requirements into scalable configurations, improving customer readiness and accelerating adoption.

Digital Signage Customer Success Technical Support Escalation Management Requirements Analysis Configuration

Cloud Lifecycle Advisor

Softchoice

Nov 2020 - May 2021 (6 months)

Guided cloud customers across AWS, Azure, and GCP through onboarding and early adoption, ensuring alignment with business objectives and cost-efficient usage.

Cloud Computing AWS Azure GCP Onboarding Customer Success Cost Optimization