Bryan Cardenas Customer Success

Head of Customer Operations

GroWrk

May 2023 - Oct 2024 (1 year 6 months)

■ Led the customer operations team (Support, Success, Onboarding and Growth), developing our team for scalability and sustained growth during all post lifecycle stages and customer lifecycle. . ■ Increased existing client revenue 15% per Q. ■ Developed a holistic implementation process that helped reduce activation cost 40%. ■ Created and developed the customer onboarding business unit, automating the onboarding for SmB's and increasing enterprise client activation by 80% ■ Developed B2C vertical to serve over 2,000+ individual users a month. ■ 300+ accounts in customer portfolio. ■ CRM implementation (Hubspot) for internal teams and customer experience. ■ Managed a team of 6 Customer Success Managers, 2 onboarding specialists, 2 support ag

Head of Onboarding

Bobtail

Nov 2022 - Apr 2023 (6 months)

■ Developed and implemented strategies and procedures for efficient client onboarding processes and reduced adoption time. ■ Created an AML and fraud strategy along with the compliance department to ensure client filtering during the onboarding process. ■ Effectively reached 95% customer activation during 3 quarters. ■ Increased our mobile usage by 110x and migrated our direct onboarding sessions to 50% async. ■ Revamped the entire onboarding process and managed a client portfolio of 85M ARR. ■ CRM Implementation and automation.

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Customer Success and Experience Lead

OysterHR

Nov 2021 - Nov 2022 (1 year 1 month)

■ Develop and manage programs for post-sales accounts, including setting timelines, identifying and managing risks, and coordinating project resources.. ■ Work with core teams and dependent cross-functions to identify and scope project requirements and objectives, tied back to company OKRs ■ Ensure that project deliverables are completed on time and within budget. ■ Manage project resources, including coordinating with external vendors and partners as needed. ■ Parsing multiple work streams out of one focus, adapted to business need, structure, and resources. ■ Gathering and prioritizing blockers, gaps, and wishlist items for per-quarter resource planning between internal teams. ■ +14M USD ARR retention

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Head of Customer Success

YAYDOO INC Location

Oct 2021 - Sep 2022 (1 year)

■ Led the development of a customer success strategy to increase retention by 20% and reduce churn by 5%. ■ Developed an onboarding process that increased new user activation rates by 10%, resulting in faster engagement and quicker upsell opportunities. ■ Managed a team of 3 Customer Success Managers, increasing CSAT scores from 60% to 90%. ■ Validation of KYC and fraud prevention. ■ Created a training program for new hires, reducing ramp-up time from 3 months to 2 weeks. ■ Conducted fraud analysis along with compliance. ■ Conducted regular meetings with customers to gain insight into their needs and expectations, which led to improved product development. ■ Utilized HubSpot to streamline the onboarding process for enterprise clients, enhan

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Customer Success Manager

PULPO (formerly Pulpomatic)

Jan 2020 - Oct 2021 (1 year 10 months)

■ Managing accounts over +150K USD ARR. ■ 1:1 strategic calls with clients to identify upsell and cross-sell opportunities and relationship bulding. ■ Internal CS Scrum practices to prioritize customer requests with our DevOps team on JIRA about new features, possible integrations or critical changes to the platform to adequate to the customer's operation. ■ Weekly KPI and OKR reviews. ■ Monthly strategies to incentivize usage and boost our retention. ■ CSAT analysis. ■ Mass customer onboarding strategies to always strive to scale. ■ Team management (+20 collegues)

Bryan Cardenas

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