Open to opportunities

Victor Martínez

@victormartnez

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Customer Success Manager with 12+ years in SaaS, driving onboarding, retention, and data-driven client growth.

Mexico

Message

What I'm looking for

I seek a role where I can lead customer onboarding and retention, collaborate cross-functionally, use data to drive growth, and mentor teams in a customer-centric culture.

I am a dynamic Customer Success Manager with over 12 years of experience in SaaS and cloud technologies, focused on onboarding, proactive support, and relationship management. I have a proven track record improving adoption, retention and satisfaction through data-driven performance tracking and cross-functional collaboration.

Trilingual in Spanish, English and Portuguese, I've led integrations, coached teams, and optimized client workflows across global markets, achieving high satisfaction and renewal rates. I consistently deliver tailored solutions that align client objectives with product value and drive measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

WebBeds

Jan 2025 - Aug 2025 (7 months)

Managed client integrations and optimized connectivity performance, monitoring KPIs and driving efficiency to enhance SaaS adoption by global hotel partners.

Customer Success KPIs Onboarding CRM Technical Support Cross Functional Collaboration

Lead Generation Support Executive

BookoPro

Aug 2023 - Nov 2024 (1 year 3 months)

Supported SaaS travel clients with technical issues and escalations, streamlined onboarding workflows, and provided proactive outreach and training to improve product adoption.

Customer Support Onboarding Training Cross Functional Collaboration Outreach

Customer Support Executive

ICON Studios

Mar 2021 - Aug 2023 (2 years 5 months)

Delivered SaaS support to global clients achieving 95%+ satisfaction, trained new hires reducing onboarding time by 30%, and acted as client advocate between technical and business teams.

Customer Support Training SaaS Support Client Advocacy SLA Management Troubleshooting

Support & Sales Executive

Busy Rooms

Mar 2014 - Feb 2021 (6 years 11 months)

Generated new B2B clients through outbound prospecting, transitioned to support to manage adoption and conducted onboarding and product training to drive retention.

Sales Prospecting B2B Sales Onboarding Product Training Customer Support Relationship Management Retention

Account Manager

RateTiger

Nov 2012 - Feb 2014 (1 year 3 months)

Managed 50+ hospitality SaaS accounts achieving a 92% renewal rate and conducted onboarding and training to ensure smooth adoption of channel management tools.

Account Management Onboarding Channel Management Renewals Training Relationship Management

Verificator & Legal Officer

Oasis Plus Travel Club

Jun 2010 - Nov 2012 (2 years 5 months)

Conducted 500+ compliance verifications, reducing escalations by 25% and improving accuracy of customer data to enhance first-contact resolution by 30%.

& Compliance Legal Documentation Quality Assurance

Vacation Ownership Concierge

Westin Lagunamar

May 2006 - Jun 2010 (4 years 1 month)

Resolved over 1,200 client inquiries achieving a 94% satisfaction score and contributed to a 20% increase in repeat guest visits through concierge-level service.

Guest Service Concierge Customer Satisfaction Hospitality Relationship Building