![Gracia Romero](https://jobicy.com/react/themes/app/images/avatar.jpg) Gracia Romero # Senior Customer Success Manager Actively looking · Member since 4 Aug 2026 [Message](https://jobicy.com/enter4715.php.md) ShareLocationBahía de Banderas, MexicoDesired salaryUnspecifiedWork preferenceRemote OnlyExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a bilingual Customer Success and Enterprise Account Management professional with more than 10 years of experience building trusted client relationships and delivering high-touch customer experiences. I specialize in customer onboarding, retention, implementation, stakeholder communication, and helping clients maximize value from services and technology. I have supported international and executive clientele across hospitality, wellness, real estate, education, and service environments. My approach combines personalized success planning, proactive follow-up, and clear communication to improve adoption, satisfaction, and long-term engagement. In my current wellness facilitation work, I manage end-to-end guest onboarding and deliver individual and group training experiences. I partner closely with Concierge, Spa, Guest Experience, and Operations teams to coordinate complex requests and ensure seamless service delivery. I also bring substantial account management experience from real estate, where I managed customer lifecycles from inquiry and onboarding through post-service follow-up. I maintained client portfolios, CRM records, and cross-functional coordination while resolving issues and maintaining strong retention. My operations background includes founding and managing a bakery and coffee shop, where I led purchasing, inventory, vendor relationships, scheduling, budgeting, sales reporting, and customer service. Earlier in my career at HP, I managed procurement and logistics claims in a multinational environment while meeting service-level expectations. I communicate fluently in English and Spanish and have working knowledge of French and Portuguese. I am motivated by customer outcomes, operational improvement, cross-functional collaboration, and creating thoughtful experiences for diverse global clients. ## Skills 31 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Breathwork](https://jobicy.com/talent/breathwork.md)[Budgeting](https://jobicy.com/talent/budgeting.md)[Business Administration](https://jobicy.com/talent/business-administration.md)[Claims Management](https://jobicy.com/talent/claims-management.md)[Client Lifecycle Management](https://jobicy.com/talent/client-lifecycle-management.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Concierge Services](https://jobicy.com/talent/concierge-services.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Customer Adoption](https://jobicy.com/talent/customer-adoption.md)[Customer Engagement](https://jobicy.com/talent/customer-engagement.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Customer Onboarding](https://jobicy.com/talent/customer-onboarding.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Customer Training](https://jobicy.com/talent/customer-training.md)[Enterprise Account Management](https://jobicy.com/talent/enterprise-account-management.md)[Executive Communication](https://jobicy.com/talent/executive-communication.md)[International Business](https://jobicy.com/talent/international-business.md)[Inventory Management](https://jobicy.com/talent/inventory-management.md)[Logistics](https://jobicy.com/talent/logistics.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Procurement](https://jobicy.com/talent/procurement.md)[Sales Reporting](https://jobicy.com/talent/sales-reporting.md)[Service Delivery](https://jobicy.com/talent/service-delivery.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Success Planning](https://jobicy.com/talent/success-planning.md)[Supply Chain](https://jobicy.com/talent/supply-chain.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md) ## Experience Career history ### Wellness Facilitator · One&Only Resorts Feb 2024 – PresentManage end-to-end onboarding for luxury international guests by assessing individual goals and delivering personalized wellness experiences. Conduct individual and group training sessions that help clients adopt wellness practices with confidence. Build trusted relationships with executive and international clientele through proactive follow-up and tailored recommendations. Partner with Concierge, Spa, Guest Experience, and Operations teams to coordinate complex requests and deliver seamless premium service across multiple simultaneous client engagements. ### Yoga and Breathwork Instructor · Independent Practice Apr 2015 – PresentOnboard new clients by assessing needs, identifying goals, creating personalized success plans, and guiding adoption from initial engagement through continued participation. Monitor progress and adapt recommendations to support long-term engagement and measurable outcomes. Facilitate individual and group sessions for diverse audiences, translating complex concepts into practical and actionable guidance. Build lasting relationships with executives, entrepreneurs, and international clients by adapting communication to stakeholder needs and maintaining a premium client experience. ### Concierge and Rental Agent · North Shore Realty Aug 2020 – Aug 2024Supported international clients throughout the full customer lifecycle, from initial inquiries and onboarding through relationship management and post-service follow-up. Developed onboarding plans and guided clients through successful service implementation. Managed a portfolio of accounts, maintained CRM records and customer communications, and proactively identified client needs. Coordinated solutions with multiple stakeholders, resolved issues, and improved customer experience while managing competing priorities. ### Procurement and Logistics Claims Analyst · HP Aug 2010 – Aug 2013Served as the primary point of contact for internal stakeholders and external suppliers, managing procurement and logistics claims from initiation through resolution. Investigated supplier and logistics issues in collaboration with cross-functional global teams. Maintained accurate claims documentation and system updates while ensuring compliance with corporate policies and service standards. Identified workflow improvements that reduced delays, enhanced service quality, and supported service-level agreement performance in a fast-paced multinational environment. ## Education Learning history ### Instituto Tecnológico y de Estudios Superiores de Monterrey 2003 – 2008Bachelor of International Business, International Business ### Centro Temis Jan 2022 – Dec 2023Postgraduate Degree, Family Constellations Therapy ### Universidad de Guadalajara 2015 – 2017Master of Business Administration - MBA, Business ### Vlerick Business School 2007 – 2008Bachelor of International Business, International Business ### Universidad Autónoma de Sinaloa Aug 2024 – Jul 2028Bachelor Psychology, Clinical Psychology Psychology degree in progress. This professional hasn’t added portfolio projects yet. 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