Sandy Bastidas

I’m a SaaS and Customer Success leader with 8+ years in operations and customer experience, including 3+ years in managerial roles. I build processes from scratch, lead distributed teams, and drive efficiency across customer experience and SaaS environments.

In my current role, I own a 300-account portfolio across North America and Latin America, managing the full customer lifecycle from adoption to renewal in English and Spanish. I design and facilitate structured Health Check sessions to surface friction, align action plans with resellers/partners/end customers, and improve customer health.

I also built and launched a 6-step, 35-day Health Check outreach cadence and a 7-touchpoint, 90-day renewal sequence in HubSpot, achieving ~50% engagement. As Renewal Owner for the sub-8K segment, I closed 8 renewals in the first 2 months and recovered 3 at-risk accounts through proactive intervention, preventing churn.

Previously at 3SHAPE and Teleperformance, I led SaaS operations, subscriptions, retention projects, and customer support, delivering 95%+ SLA/KPI compliance through dashboards, monitoring, and corrective actions. I founded the QA team in Medellín, created processes and training for a multinational client, and developed SOPs to standardize quality and scalability—while mentoring consultants and supporting internal growth.