Open to opportunities

Tomás Cohen

@tomscohen

Message

Customer Success expert who pairs data-driven retention with SEO content and customer advocacy.

Argentina

Message

What I'm looking for

I’m looking for a customer-focused role where I can drive retention with data, support adoption through excellent onboarding, and use my content/SEO and UX mindset to grow trust, improve experiences, and collaborate cross-functionally.

I’m a Customer Success Senior Agent focused on reducing churn, improving onboarding, and strengthening long-term loyalty. I use CRM and support tooling (Zoho, Freshdesk, Planhat) to nurture customer interactions, anticipate needs, and communicate proactively across teams.

I also bring a strong content and communication edge—creating SEO-friendly writing and managing social media and online reputation. From working with reviews on platforms like Trustpilot, Google Reviews, and YouTube to developing content strategies for small businesses, I help brands show up clearly and consistently.

Across roles, I’ve supported customers with technical troubleshooting in hosting and domains, translated complex concepts into simple guidance, and partnered on crisis and internal communications. I’m continuously expanding through UX design learning (including UX research and wireframing) to craft more seamless, user-centered experiences that align with both user needs and business goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Senior Agent

Current

Ueni Ltd

Jun 2022 - Present (3 years 11 months)

Managed customer success for Ueni Ltd by supporting onboarding, retention programs, and product adoption through proactive communication. Used CRM tools and KPI analysis to improve customer interactions, enable upselling/cross-selling opportunities, and optimize online reputation across major review platforms.

Customer Success CRM (Zoho Freshdesk Planhat)Customer Retention Onboarding & Training KPI & Feedback Analysis Online Reputation Management Review Platform Management (Facebook Instagram Trustpilot Google YouTube)Upselling and Cross Selling Multilingual Support (English Spanish)

Freelance Blogger

SEO Alive (Global)

Nov 2024 - Mar 2025 (4 months)

Worked as a freelance blogger for SEO Alive (Global), producing and maintaining blog content during the engagement period.

Blogging Content Writing SEO Content Publishing Keyword Research Marketing: Content Brand Messaging

Communication Assistant

Silvia Tripoloni

May 2019 - Aug 2022 (3 years 3 months)

Designed and implemented content plans to improve brand visibility and engagement across social media channels. Supported crisis responses, press and influencer relations, internal briefings, and corporate event execution while maintaining an up-to-date communications agenda.

Content Strategy Social Media Management Internal Communications Press Relations Influencer Relations Event Coordination Media Agenda Management Copywriting Crisis Communications

Freelance Writer

Freelance (Self Employed)

Jan 2021 - Apr 2022 (1 year 3 months)

Created tailored social media content strategies for small businesses, writing SEO-friendly posts and captions for Facebook, Instagram, Twitter, and LinkedIn.

Social Media Strategy SEO Copywriting Content Writing Branding Facebook Instagram Twitter LinkedIn

Customer Success Specialist

Hostinger International

Aug 2021 - Oct 2021 (2 months)

Delivered prompt, professional live chat support for technical issues related to domains, hosting, email configuration, and website management. Troubleshot errors, optimized hosting performance, and explained technical concepts clearly while promoting additional services to meet client needs.