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French, Spanish, English
Madrid, Spain
Joined April, 2025
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Free
Price per session
30 min
I'm a CX/CS specialist with approx. 11 years of experience in the B2B SaaS space. I've designed, built and led CS teams across various tech startups in Europe (including Typeform, Strapi and PhantomBuster). My expertise revolves around delivering value to customers at scale. I've coached teams of up to 10 persons. They would tell you that my management style focuses on accountability, mutual trust and fairness.
Head Of Customer Success Responsible for 400+ Mid-Market/Enterprise clients with a focus on renewals, expansions & revenue operations. Revenue under management: 2M€. Impact: +7% growth YoY. Built the CS function (processes, tooling & cross-functional collaboration) & led a team of 2 customer success managers (career management, compensation & mentoring).
Head Of Customer Success & Support Built the department from scratch to support & enable customer-led growth. Revenue under management: 5M€. Impact: 9% growth YoY. Hired and mentored a distributed team of 8 members, across 3 time zones (career & compensation). Launched various CS initiatives to deliver value at scale and foster customer-centricity within the organization.
Customer Success Lead Successfully onboarded, assisted & retained Fortune 500 clients. Achieved CSAT > 85% and NRR > 105%. Built the CS operations to support revenue growth from 0 to $500K in ARR Created a team of 1 CSM & 2 Solution Engineers (forecasts, hiring & team management).
Customer Success Manager Successfully onboarded & retained 250 SMB clients by providing 1:1/1:many assistance (ARR: $600K, GRR> 90%, NRR> 115%). Avg. increase of 8% YoY. In charge of developing cross-functional programs to improve KPIs: team training, webinar, customer analysis, product feedback loops.
I've led teams in a remote work settings and learned (the hard way) the dos and dont's. Happy to share my learnings with whoever is interested!
Collecting customer feedback is not the question. We all know that it's paramount. The real question is how you do it and what you do with it. My 4 years at Typeform have taught me a great deal about customer data collection and surveys.
Fostering loyalty and retention has been at the core of my decade-long journey in Customer Success. My leitmotiv here is to deliver value at every touchpoint by connecting CSMs actions to their goals & success metrics or truly advocating for their success internally (feature request). And many other examples.
Although I've mostly worked for B2B SaaS companies, I've helped clients from a wide range of different industries: retail, telecommunications, banking and many others.
Extensive experience with Zendesk
Used to manage a team of 8 support agents
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