Open to opportunities

Sergio De La Garza

@sergiodelagarza

Message

I drive B2B SaaS adoption, customer retention, and scalable operational workflows.

Mexico

Message

What I'm looking for

I'm looking for a role where I can lead customer success and operations initiatives, connect technical teams with executive stakeholders, improve customer adoption and retention, and build scalable workflows that deliver measurable business value.

I've led digital operations and customer lifecycle initiatives at Royal Canin México, Nubosoft, SILA México, and Alta Vertical. I focus on connecting technical delivery with measurable customer value, from onboarding and adoption through renewal and expansion.

At Royal Canin México, I spearheaded the end-to-end implementation of a major DTC digital loyalty program and managed Tier 2 escalations for strategic accounts using omnichannel and conversational strategies. At Nubosoft, I advised enterprise cloud customers and optimized B2B service contracts and SLAs, reducing operational costs by 18%.

I'm comfortable bridging engineering teams, vendors, global stakeholders, and executive decision-makers. My work includes customer journey mapping, CRM and transactional workflow design, account-health reporting, KPI standardization, and continuous-improvement roadmaps.

I also bring hands-on experience with HubSpot, Gainsight, Jira, Zendesk, Shopify, Klaviyo, conversational AI ecosystems, and data analysis, supported by Agile Project Management, Six Sigma White Belt, and Google Cloud Fundamentals certifications.

Experience

Work history, roles, and key accomplishments

Current

Continuous Improvement & CX Lead

Current

Alta Vertical

Jun 2026 - Present (2 months)

Lead continuous improvement initiatives across Operations and Logistics, optimizing digital and transactional workflows and aligning cross-functional teams to scale sustainable business growth. Direct the priority CX IntEx strategy, executing end-to-end system implementations and mapping the customer journey to drive rapid time to value.

Continuous Improvement CX Strategy Process Optimization KPI Tracking Account Health Automation Customer Journey Mapping Cross Functional Collaboration

Current

Independent Operations & Digital Consultant

Current

Independent

Jun 2026 - Present (2 months)

Designed and tested backend CRM infrastructure and digital transaction flows, integrating Shopify and Klaviyo to build automated lifecycle workflows that maximize customer retention. Served as Project Coordinator and advisor to the Chairman for the launch of the Extra Wings foundation, orchestrating cross-functional goals, web redesigns, and international campaign logistics.

CRM Shopify Klaviyo Project Coordination Digital Media Video Editing Agile Stakeholder Management

Digital Project & Operations Manager

Royal Canin México (Mars Petcare)

May 2022 - Jan 2026 (3 years 8 months)

Spearheaded the end-to-end implementation of a major DTC digital loyalty program, managing the complete customer lifecycle to continuously gain business value and increase engagement. Acted as the primary liaison between technical providers and global stakeholders, working cross-functionally to remove operational bottlenecks and ensure seamless delivery of complex digital initiatives.

Customer Lifecycle Management DTC Loyalty Programs Cross Functional Operations Customer Advocacy Omnichannel Escalation Management Account Health

B2B Account Manager & Technical Sourcing Lead

Nubosoft

Jan 2022 - May 2022 (4 months)

Managed strategic Cloud accounts, advising Enterprise customers on technical capabilities and aligning infrastructure solutions with executive business objectives to drive product adoption. Optimized B2B service contracts and SLAs for global cloud providers, resulting in an 18% reduction in operational costs while guiding customers through their renewal and expansion phases.

B2B SaaS Cloud Services Account Management Contract Management SLA Cost Optimization Customer Adoption

Operations & Vendor Coordinator

SILA México

Nov 2020 - Nov 2021 (1 year)

Supervised and coached a team of 5, ensuring compliance with service protocols and operational quality. Authored and implemented Standard Operating Procedures (SOPs) for the department to standardize the quality of third-party deliverables, and implemented performance dashboards to track real-time account health and service optimization metrics.

Team Leadership SOP Development Vendor Management Performance Dashboards Quality Assurance Reporting