Diego Nieto

Account Manager

Mitratech

May 2024 - Current (2 years 1 month)

Manage a portfolio of mid-market and enterprise clients across the UK and Europe, building strong relationships with legal, compliance, and operational stakeholders. Own the full account lifecycle: onboarding, adoption, QBRs, renewal strategy, and identification of upsell/cross-sell opportunities. Partner with customer success, product, and support teams to resolve issues, improve user experience, and increase platform value. Use account health metrics and pipeline forecasting to prioritize outreach, reduce churn risk, and support accurate revenue forecasting. Lead renewal and negotiation conversations, clearly communicating value, use cases, and ROI to decision-makers.

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Agency Manager (Creator Success Manager)

Bigo Live

Feb 2022 - May 2024 (2 years 4 months)

Managed and scaled a network of 80+ talent agencies and 3,000+ content creators across North America and LATAM, driving consistent creator engagement and revenue growth within the BIGO LIVE ecosystem. Identified, recruited, and onboarded high-potential creators and agency leaders, delivering personalized coaching, mentorship, and strategic growth plans. Launched and executed creator-focused campaigns, live stream challenges, and gamified incentive programs that increased monetization, retention, and content quality. Monitored performance through weekly KPIs (stream hours, revenue, viewer growth), delivering 1:1 coaching sessions and sharing actionable insights across the creator community. Fostered community engagement through Discord chann

Customer Success Manager

RingCentral

Sep 2020 - Jan 2022 (1 year 5 months)

Managed a portfolio of 70 accounts, driving revenue growth through strategic engagement and churn-reduction initiatives, increasing retention by 12%. Owned end-to-end customer success operations, partnering with sales, product, and support teams to drive account expansion and minimize churn. Designed and executed data-driven retention programs, increasing renewals by 10% and strengthening long-term client loyalty.

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Customer Service Manager / Sales

Resort Condominium International (R.C.I)

May 2020 - Sep 2020 (5 months)

Managed key client accounts across North and Latin America, led onboarding and training for new clients, and delivered bilingual support to enhance platform usage and vacation service experiences. Analyzed usage data to identify upselling opportunities and reduce churn through tailored recommendations. Provided high-quality customer service and technical support in English and Spanish, resolving complex membership inquiries efficiently while promoting premium services to boost client satisfaction and revenue.

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E-Commerce & Back Office Agent

International Cruise & Excursions (I.C.E.)

Jun 2017 - Apr 2020 (2 years 11 months)

Managed account renewals, processed monthly payments, and generated business performance reports across multiple brands. Maintained compliance with data privacy regulations while handling sensitive financial and customer information.

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