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Vanessa Velazquez

@vanessavelazquez

Strategic Client Success leader driving retention, growth, and operational excellence across SaaS and digital industries.

United States

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What I'm looking for

I seek a senior leadership role driving client success and retention at a growth-minded company, focused on cross-functional collaboration, measurable outcomes, and scaling teams.

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.

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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.

Client Strategy NPS Onboarding Stakeholder Management Ticketing Systems Cross Functional Collaboration

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.

Client Lifecycle Management CSAT NPS Implementation

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.

Client Advocacy Account Management Team Leadership Retention

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.

Account Strategy Project Management Campaign Optimization Revenue Growth

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.

Account Management Client Relationships Performance Management Coaching

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.

Client Services Portfolio Management Pharma Account Management CPG