Vanessa Velazquez
@vanessavelazquez
Strategic Client Success leader driving retention, growth, and operational excellence across SaaS and digital industries.
What I'm looking for
I am a strategic Client Success executive with 14+ years leading post-sale lifecycle operations, scaling teams, and strengthening executive client relationships to drive retention and advocacy.
I have built and scaled high-performing Client Success organizations, launched CSAT/NPS frameworks, and implemented operational systems that reduced time-to-value and resolution times while improving client satisfaction.
I partner with cross-functional and executive leadership to align OKRs, translate customer insights into actionable strategies, and deliver measurable business growth and long-term client success.
Experience
Work history, roles, and key accomplishments
Vice President of Client Success
MHW
Dec 2021 - Aug 2025 (3 years 8 months)
Spearheaded end-to-end client lifecycle strategy, reducing time-to-value and improving retention through streamlined onboarding and adoption; established NPS and Client Risk Register frameworks to transform feedback into actionable retention strategies.
Vice President of Client Success
Spektrix Software
Jun 2019 - Dec 2021 (2 years 6 months)
Directed post-sale client lifecycle across 40+ team members, scaled the Client Success organization 200%, and launched CSAT/NPS programs that elevated service delivery and client advocacy.
Executive Director, Account Management
Eyeview Digital
Jan 2018 - May 2019 (1 year 4 months)
Led client advocacy initiatives and managed 15+ Account Management and Client Solutions professionals to improve engagement and retention across high-value accounts while aligning post-sale processes with sales.
Director of Account Strategy
XO Group
Dec 2013 - Dec 2017 (4 years)
Led a 20-person Account Strategy and Project Management team, driving an 80% increase in campaign renewals by improving execution, quality, and client satisfaction and identifying account growth opportunities.
Director, Account Management
DoubleVerify
May 2013 - Nov 2013 (6 months)
Directed a 15-member Account Management team, improving performance through coaching and optimizing resource allocation to consistently exceed campaign KPIs and client expectations.
Director, Client Services
Everyday Health
Aug 2011 - May 2013 (1 year 9 months)
Oversaw a $20M+ portfolio of CPG and pharmaceutical accounts, established digital campaign best practices, and led and trained 15 Client Services Managers to improve delivery standards and client satisfaction.
Education
Degrees, certifications, and relevant coursework
St. John's University
Bachelor of Science, Undeclared/General
Completed a Bachelor of Science degree with foundational coursework supporting a career in client success and account management.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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