SSSantiago SW
@santiagosw
Customer success and growth leader driving retention, expansion, and product adoption.
MexicoWhat I'm looking for
I am a customer success and growth leader with extensive experience scaling ARR, improving retention, and driving product adoption across SMB and mid-market accounts. I have managed a $700K ARR portfolio, achieved a 92% renewal rate, and led initiatives that increased expansion revenue by 36% year over year.
I leverage AI and automation to shorten onboarding, increase feature adoption, and improve customer outcomes — reducing onboarding time by 35% and boosting product adoption by 28%. I also improved NPS by 12 points and generated over $180K in upsells through strategic account reviews and targeted activation campaigns.
I combine hands-on sales, account management, and product collaboration experience with financial and business development acumen from real estate investing. I mentor teams, standardize best practices, and deliver training that increases engagement and team productivity.
Experience
Work history, roles, and key accomplishments
Head of CS & Growth
noCRM.io
Dec 2022 - Present (3 years 2 months)
Managed a $700K ARR portfolio delivering a 92% renewal rate and 36% YoY expansion; redesigned onboarding and lifecycle workflows to improve retention 23% and reduce onboarding time 35%.
Real Estate Investor
Woodworth & Quinn Developments
Jul 2021 - Present (4 years 7 months)
Led financial management of residential developments generating over $3.2M revenue with 45–55% margins; produced P&Ls and models yielding 35–55% ROI and kept projects within 10% of budgets and schedules.
Sales / Account Manager
TopSort
Aug 2021 - Dec 2022 (1 year 4 months)
Built sales and post-sale onboarding processes that increased monthly usage 30% and secured renewals sustaining $200K+ ARR; removed integration bottlenecks for 10+ clients including major marketplaces.
Education
Degrees, certifications, and relevant coursework
ACAustralian Pacific College
Advanced Business Management Course, Business Management
Completed an Advanced Business Management course at Australian Pacific College in March 2020.
UIUniversidad Iberoamericana
Bachelor's degree, International Business Administration
Bachelor’s degree in International Business Administration completed at Universidad Iberoamericana in July 2018.
UIUniversidad Iberoamericana
IB Diploma, International Baccalaureate
Completed an IB Diploma program at Universidad Iberoamericana in June 2016.
SASelkirk College (Year Abroad)
Year Abroad, Study Abroad
Year abroad program at Selkirk College in Kimberley, B.C., completed in June 2011.
Availability
Location
MexicoAuthorized to work in
Job categories
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