Open to opportunities

Steven Velasco

@stevenvelasco

Senior Customer Success & Retention Manager driving churn reduction, recurring revenue retention, and scalable growth processes.

United States

Message

What I'm looking for

I’m looking for a customer success leadership role where I can protect and grow recurring revenue through churn reduction, clear escalation processes, and CRM-driven retention systems—while collaborating cross-functionally to deliver measurable results.

I’m a results-driven Senior Customer Success & Retention Manager with 15+ years of progressive experience across international B2B/B2C sales, revenue retention, and business development across North and Latin America. I’ve demonstrated success retaining $4.5M+ in recurring revenue, closing $4M+ contracts, and leading high-performing cross-functional teams while maintaining 90%+ customer retention rates.

I’m bilingual (English/Spanish) and I build retention engines that actually stick—using CRM systems like Salesforce, GoHighLevel, and Zendesk to manage churn risk, escalation workflows, and post-sale engagement. From redesigning retention workflows and SOPs to coordinating underwriting for faster policy issuance and improved customer satisfaction, I’m focused on month-over-month sales growth with protected profitability.

Experience

Work history, roles, and key accomplishments

Current

Senior Licensed Insurance Agent

Current

Insurance Elevated / Veritas Insurance Solutions

Jan 2025 - Present (1 year 5 months)

Manage the full life-insurance sales cycle and maintain 90%+ post-sale retention through structured client check-ins, policy reviews, beneficiary updates, and cross-sell campaigns. Run GoHighLevel CRM pipelines for 100+ active leads with automated follow-ups and coordinate with underwriting teams to streamline submissions and improve issuance speed.

Insurance Sales Client Retention Post Sale Account Management GoHighLevel Policy Reviews Underwriting Cross Sell

Senior Customer Success & Retention

All Web Leads, Inc.

Jan 2020 - Jan 2025 (5 years)

Retained $4.5M+ in recurring PSaaS revenue by redesigning retention workflows, escalation protocols, and post-sale engagement programs. Led a retention team and resolved 100% of escalated customer cases with SLA compliance, using churn risk identification to reduce attrition and improve net revenue retention quarter-over-quarter.

Customer Success Revenue Retention Escalation Management SLA Management PSaaS Retention Workflows Team Leadership SOP Development CRM Systems

International Sales Representative

Comercializadora Santander S.A.S. / Home Elements

Jan 2015 - Jan 2020 (5 years)

Generated $4M+ in career revenue by closing high-value domestic and international contracts across Latin America, including direct supplier relationships with factories in China. Opened and developed new international markets through market research and competitive analysis, and led sales and marketing campaigns to strengthen brand positioning and market share.

International Sales Market Research Competitive Analysis Go To Market Strategy Supplier Relationship Management Latin America Sales Marketing Campaigns

Co-Founder & Owner

Raglos S.A.S. / InRoute Cycling Studio

Jan 2017 - Jan 2019 (2 years)

Co-founded the first and leading indoor cycling studio in the region, building the brand from concept to market leader through sales, marketing, and operations management. Drove 20%+ month-over-month revenue growth and managed daily operations including staffing, scheduling, vendor management, and financial reporting to scale to full capacity within the first year.

Business Development Revenue Growth Operations Management Scheduling Vendor Management Financial Reporting Customer Experience

Operating Room Assistant

Memorial Hospital West

Jan 2009 - Jan 2015 (6 years)

Assisted in complex surgical procedures in a high-stakes OR environment by mastering medical equipment protocols while maintaining strict safety and compliance. Implemented process improvements that reduced procedure-to-procedure turnover time, increasing OR efficiency and patient throughput while documenting patient vitals and clinical changes.

Operating Room Assistance Surgical Protocols Patient Care Medical Equipment Safety Compliance Vitals Monitoring Documentation Process Improvement

Licensed Insurance Sales Representative

Globe Life Family Heritage

Jan 2020 - Present (6 years 5 months)

Prospected and pursued new opportunities for supplemental insurance plans using targeted B2B market research, expanding the client portfolio. Managed renewals, claims tracking, and risk management for an active policyholder portfolio to maintain high satisfaction and retention rates.

Insurance Sales Market Research Prospecting Renewals Management Claims Management Risk Management Customer Satisfaction Portfolio Management