RLRachel Lopez
@rachellopez
Customer Success Manager driving retention, CSAT, and operations with AI-forward strategy.
MexicoWhat I'm looking for
I am a results-driven Customer Success Manager with demonstrated success in B2B account management, client retention, onboarding, and operations across fully remote environments. I combine stakeholder relationship building with data-informed tactics to deliver measurable outcomes such as sustained 82% CSAT and 78%+ client retention.
In leadership and individual contributor roles, I've designed onboarding and enablement programs, led escalation resolution frameworks, and audited team performance to produce process documentation adopted by leadership. I have strong experience with CS platforms (Gainsight, ChurnZero, Salesforce, HubSpot, Zendesk, Freshdesk, Genesys) and I am currently expanding my expertise through a Business & AI program to deliver tech-forward customer success strategies.
I am bilingual (English/Spanish), experienced in high-volume remote operations, and focused on aligning operational improvements with customer satisfaction goals to reduce churn and increase long-term client value.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Beyond Finance
Jan 2024 - Present (2 years 1 month)
Promoted into a hybrid CS + Operations leadership role overseeing onboarding, escalations, QA and team performance; drove sustained CSAT to 82% (peak 100%) and implemented onboarding and workflow changes adopted by leadership.
Customer Success Specialist
Beyond Finance
Jan 2024 - Jan 2025 (1 year)
Maintained a 78% client retention rate through proactive outreach, conducted regular business reviews, and served as trusted escalation point while leveraging CS platforms to monitor account health.
Account & Compliance Specialist
Merrick Bank
Jan 2023 - Jan 2024 (1 year)
Managed high-volume account portfolios and achieved 99.4% QA accuracy, analyzed CRM data to inform engagement strategies and earned formal compliance recognition.
OPSales Operations Specialist
OpenStax
Jan 2022 - Jan 2023 (1 year)
Provided CRM analysis and engagement reporting to improve pipeline visibility and recommended process improvements to increase adoption and operational throughput.
Outbound Engagement Specialist
DeedShare
Jan 2021 - Jan 2022 (1 year)
Managed high-volume outbound appointment scheduling and optimized messaging strategies to improve conversion rates.
Bookkeeper
Walnut Glen Apartments
Maintained general ledger, supported audits, and implemented cost-saving strategies to improve financial operations.
Accounting Specialist
Hometeam Properties
Managed accounts payable/receivable, vendor filings, and reconciliations to maintain accurate financial records and vendor relationships.
Education
Degrees, certifications, and relevant coursework
Maestro University
Certificate, Business & Artificial Intelligence
Enrolled in a professional program covering business applications of artificial intelligence and AI-forward strategy for customer success.
SUSouthern New Hampshire University
Bachelor of Science, Finance
Pursued a Bachelor of Science in Finance focused on financial principles, accounting, and analysis relevant to business operations.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
United StatesSocial media
Job categories
Skills
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