I am a customer success, change management, and enterprise transformation leader with more than 12 years of experience driving SaaS adoption, stakeholder alignment, organizational change, customer retention, and revenue growth across LATAM and Spain.
I have managed multi-country portfolios, executive relationships, onboarding, QBRs, renewals, and platform adoption initiatives in complex enterprise environments. My work has focused on building structured governance, improving customer health, and creating scalable processes that support long-term retention and expansion.
In my recent roles, I have owned the full customer lifecycle across multiple markets, including escalation management, adoption tracking, and renewal governance. I have also worked closely with C-level stakeholders, Product, R&D, Sales, and partner teams to translate customer needs into actionable improvements and stronger business outcomes.
I have delivered measurable results such as 99% SLA compliance, 99% complaint reduction, zero late renewals, and 105% year-over-year portfolio growth. I am comfortable operating in remote, cross-functional, and multilingual settings, and I regularly present executive-level business reviews in both Spanish and English.
My background also includes customer operations, distribution leadership, Spanish editing, product liaison work, and marketing/program management. These experiences have strengthened my ability to connect strategy with execution, manage partner ecosystems, and support revenue-generating initiatives.
I hold a Master of Science in Public Health from Charité Universitätsmedizin / Humboldt-Universität zu Berlin and a Bachelor's Degree in International Relations from ITESO in Guadalajara, Mexico. I am fluent in Spanish, advanced in English, and have intermediate German proficiency.
