natalia von oertel

Lead enterprise Customer Success strategy across LATAM South and Brazil, overseeing CX, Brand, UX, and EX portfolios. Manage senior leaders and drive experimentation, lifecycle segmentation, and LTV-based decision frameworks.

Design end-to-end customer growth strategies integrating acquisition, retention, and LTV optimization for B2B and B2C subscription businesses. Build performance economics frameworks including CPA, payback modeling, and cohort analysis.

Drove retention, expansion, and value realization across enterprise accounts, aligning Experience Management programs with executive business outcomes. Developed AI-powered customer listening strategies across digital, app, email, and brand tracking channels.

Led Customer Success strategy for Marketing Cloud and Commerce Cloud with a team of 14, supporting clients in optimizing paid acquisition, CRM, and e-commerce performance across LATAM. Partnered with Marketing and Product on funnel optimization and conversion improvement.

Reduced onboarding time by 50%, from 12 to 6 months, and scaled a multidisciplinary team in 2 months. Created industry-based use cases that increased platform adoption and drove upsell across LATAM and the US.

Worked in demand planning, forecasting, logistics, and global operations during early career at multiple technology companies.

Bachelor's degree in International Business from UCES.

Earned the XM Fundamentals Certification from Qualtrics in 2023.