Victor Carlos

I’m a Customer Success Leader with 10+ years of experience driving revenue growth, account retention, and team performance across SaaS and BPO. I build strong client relationships, scale operations, and work cross-functionally with customers and internal stakeholders globally.

As a Senior Customer Success Manager for Asia Pacific & Japan, I led end-to-end contract renewals across enterprise accounts and consistently achieved a 98%+ renewal rate. I reduced churn by implementing targeted retention strategies based on usage data and customer feedback, and I run QBRs and governance meetings with senior stakeholders to align on success metrics.

Previously, I promoted to Team Lead at Deltek Systems, managing a team of 6 Renewal CSMs handling 6,500+ accounts and maintaining an ARR portfolio of $2 million. I designed and led Customer Journey Mapping to improve lifecycle engagement, negotiated renewals and upsells with C-level decision-makers, and delivered seat expansion and cross-sell initiatives.

Earlier in my career, I built and scaled revenue operations as a Business Development Manager—launching call center operations, overseeing daily sales performance and incentive planning, and acting as a key liaison with US HQ on systems, reporting, and operational strategy. I’m known for collaborative leadership, data-informed decision-making, and creating high-performance cultures through training, onboarding, and mentorship.