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Ricardo Andres Gutierrez

@ricardoandresgutierr

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Customer Success Manager driving enterprise adoption, retention, and technical integrations.

United Kingdom

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What I'm looking for

I seek a customer-success focused role with technical integrations, cross-functional collaboration, and opportunities to drive adoption, expansion, and measurable ROI.

I am a driven Customer Success Manager with proven success managing high-value enterprise accounts and leading technical integrations for large customers like Starbucks. I specialise in stakeholder management, value realisation, and aligning solutions with business objectives to drive adoption and retention.

I lead cross-functional rollouts and act as a trusted advisor to senior stakeholders, delivering Business Value Reviews, training, and optimisation to improve operational efficiency and product adoption. I have directly contributed to a £1.1M ARR expansion and maintained >95% market retention through proactive technical problem-solving and relationship management.

My background includes SaaS API integrations, CRM platforms, data analytics and AI-informed strategies, and hands-on experience in onboarding and customer enablement. I am coachable, orderly in execution, and focused on continuous improvement to ensure long-term customer success.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Orderly.io

Jul 2024 - Present (1 year 3 months)

Lead technical strategy and execution for enterprise accounts (notably Starbucks), driving multi-market rollouts and maintaining >95% market retention while contributing to a £1.1M ARR expansion through adoption and value alignment.

Customer Success SaaS Stakeholder Management Rollout Adoption & Value Tracking

Customer Success & Onboarding Manager

University of Sussex

Nov 2022 - Nov 2023 (1 year)

Researched and delivered a BSc (Hons) dissertation on AI chatbots and self-disclosure while leading client relationships, conducting product training, and delivering data-driven value reports to improve customer outcomes.

Customer Success Onboarding Product Training Data Analysis Stakeholder Management Research Chatbot

Customer Relations Executive

Blucrest Wellness

Jul 2021 - May 2022 (10 months)

Managed regular cadence calls with B2B clients, used journey mapping and churn analysis to propose CX improvements, and produced reports that influenced service policy changes and increased retention.

Client Engagement Customer Journey Mapping Reporting (Word Excel)CX Retention

Customer Operations

Ageas Insurance

Aug 2019 - Jul 2021 (1 year 11 months)

Managed policy renewals and tailored insurance solutions to clients, consistently exceeding renewal and KPI targets and receiving VIP recognition for client expectation setting.

Customer Operations Renewals Upselling Objection Handling KPIs

Nursery Practitioner & SEN Coordinator

Tops Day Nursery

Feb 2016 - Aug 2019 (3 years 6 months)

Ensured child health and safety, delivered EYFS outcomes, ran 1:1 parent meetings and was promoted to SEN deputy while leading vulnerable customer and crisis response initiatives.

SEN Coordination Childcare Health & Safety Crisis Response

Education

Degrees, certifications, and relevant coursework

University of Sussex

Bachelor of Science (Hons), Marketing and Management

2022 - 2023

Activities and societies: Dissertation: AI chatbots and self-disclosure; participated in customer success and onboarding activities

Completed a BSc (Hons) in Marketing and Management with a dissertation on AI chatbots and self-disclosure, focusing on mitigation strategies and user engagement.

Tops Day Nursery

Early Years / Childcare

2016 - 2019

Activities and societies: Special Education Needs Coordinator; Level 3 Pediatric First Aid; Signalong Level 2

Completed childcare practice and served as a Level 2 Nursery Practitioner and Special Needs Coordinator, focusing on EYFS development and individualized care plans.