Customer Success Leader | B2B SaaS & Industrial Tech | EMEA

I am a Customer Success Leader with over 8 years of experience delivering measurable business outcomes in B2B SaaS and industrial technology across the EMEA region. Throughout my career, I have managed portfolios ranging from $2 million to $5 million in Annual Recurring Revenue (ARR), consistently achieving Net Revenue Retention (NRR) rates between 105% and 120%. My expertise lies in driving account expansion through upsell and cross-sell initiatives, onboarding enterprise clients, and reducing churn to less than 2%.

I have a proven track record of implementing data-driven customer programs that scale effectively, leading to significant business growth. One of my key achievements includes leading 25 enterprise deployments of PolyWorks SaaS solutions across EMEA, which increased adoption by 35% and secured $500,000 in expansion revenue within 12 months.

My core competencies include financial management focusing on ARR and NRR management, churn reduction, and expansion strategy. I am skilled in SaaS implementation, enterprise adoption programs, and optimizing time-to-value for clients. Additionally, I excel in strategic engagement through account management and executive advisory, including conducting Quarterly Business Reviews and Customer Advisory Boards.

I am experienced in operations and data management, including customer journey mapping, workflow automation, and KPI and metrics tracking. Leadership is a strong suit of mine, demonstrated by my ability to lead cross-functional teams and coordinate multicultural teams across the EMEA region.

In my current role at PolyWorks Europa, I manage 25 enterprise accounts with $3.5 million ARR, achieving an NRR of 110% and maintaining churn below 2%. I have scaled the EMEA implementation framework, reducing delivery time by 30% and increasing customer satisfaction scores from 85% to 95%. I also direct adoption programs that have led to 40% of clients expanding their contracts, contributing an additional $500,000 in expansion ARR.

Previously, I built and managed over 15 strategic partner relationships, driving 40% partner-sourced revenue growth, and designed onboarding and training playbooks that reduced client ramp-up time by 25%. I have also delivered technical demos and onboarding for industrial metrology clients, developed enablement content that increased lead conversion rates by 30%, and supported cross-border deployments across Spain and Portugal.

I am passionate about leveraging my skills and experience to continue driving customer success and business growth in the SaaS and industrial technology sectors across the EMEA region.