A
Anna Gonzalez
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Customer Success Manager | B2B SaaS | Enterprise Account Manager
Querétaro, Mexico
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Résumé
Jobs
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Customer Success ManagerSiteTrackerMay 2023 - Current (3 years 6 months)Owner of enterprise and mid-market SaaS accounts, driving customer retention, adoption, and expansion across the customer lifecycle. $3.5M ARR Lead the end-to-end renewal cycle, proactively identifying churn risks and executing retention strategies, contributing to high renewal rates and reduced revenue churn. 98% NRR Drive product adoption and customer health improvements by aligning platform usage with customer business objectives, increasing feature utilization and long-term account value. Adoption increase by 60% Identified and developed expansion opportunities (upsell & cross-sell) in partnership with Sales, contributing to incremental revenue growth within existing accounts. $250k Quarterly target Conduct QBRs with key stakeholders, t- Senior Customer Success ManagerMedTrainerJan 2021 - Apr 2023 (2 years 4 months)Successfully provided analytical skills to address technical and project management issues for enterprise clients ($1.2M ARR BoB) Conducted needs assessments, aligning product features with clients' processes to maximize value and satisfaction. Established and maintained healthy customer relationships through effective onboarding, QBRS and maintained 96% NRR . Collected and provided valuable product feedback, identified bugs, and offered key insights for continuous improvement. Achieved an outstanding 98% success rate in saving accounts requesting cancellation, showcasing a proactive approach to account retention. Owned the full renewal cycle, driving retention, renewals, and upsell opportunities.
- Customer Support ManagerMedTrainerApr 2018 - Jan 2021 (2 years 10 months)Led and scaled a high-performing customer support team, driving improvements in CSAT, SLA adherence, and customer retention, resulting in a 60%+ increase in team performance metrics. Owned escalation management and conducted root cause analysis (RCA) to resolve complex customer issues, reducing repeat escalations by ~55% and improving overall customer experience. Analyzed and optimized customer support operations, workflows, and ticket management processes, increasing operational efficiency and response times by 60%. Designed and implemented customer onboarding and enablement programs, reducing time-to-productivity by ~60% and improving consistency across customer interactions. Tracked and reported on key SLA metrics, ticket resolution time
- Operations ManagerEricssonAug 2014 - Oct 2017 (3 years 3 months)Led vendor operations and supplier management across telecom clients, ensuring performance against SLAs, KPIs, and delivery timelines. Built and optimized end-to-end operational processes, driving 80%+ improvements in efficiency, quality, and service delivery. Designed and implemented KPI dashboards and reporting frameworks, enabling data-driven decision-making and operational forecasting. Conducted operational analytics and root cause analysis (RCA) to identify bottlenecks and implement scalable process improvements. Spearheaded AI initiatives, reducing manual work and improving productivity and workflow efficiency. Partnered cross-functionally with Product, Engineering, and Operations to deliver process enhancements and scalable solutions
Education
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- Universidad Autónoma de Querétaro — Bachelor's degree, Business Administration and Management, GeneralUniversidad Autónoma de QuerétaroJan 2010 - Dec 2014 (5 years)