Hugo Alejandro Benavides Luna
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Certified Customer Success Manager (CCSM II)
Ciudad Juárez, Chihuahua, Mexico
Résumé
Jobs
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Senior Customer Success Manager -SMB, Mid-Markets, EnterpriseCloudtalkApr 2024 - Current (2 years 3 months)Manage a portfolio of 120+ accounts generating over $250K in monthly recurring revenue (MRR), ensuring business growth, stability, and long-term customer success. Serve as the primary advisor and strategic partner to enterprise clients, driving adoption, retention, and expansion through consultative relationship management. Lead onboarding and implementation to ensure seamless handoffs from Sales to Customer Success, accelerating client time-to-value and reducing churn risk. Monitor customer health metrics and proactively identify risks or upsell opportunities, achieving measurable improvements in retention and customer satisfaction. Partner cross-functionally with Product, Sales, and Support to represent the customer voice, influencing- Manager of Customer SuccessCloudtalkJan 2022 - Apr 2024 (2 years 4 months)Successfully managed a portfolio of 52 clients with a combined Monthly Recurring Revenue (MMR) of €150.0 K, demonstrating exceptional account management skills and commitment to client satisfaction. Achieved a commendable churn rate of 2.3% within just 1.2 years, highlighting my ability to retain and nurture client relationships. Spearheaded upselling efforts, resulting in a substantial increase of €20.5 K in Monthly Recurring Revenue (MRR), contributing to revenue growth. Led the management of clients in the LATAM region and played a vital role in overseeing a part of the US portfolio, showcasing my capacity to handle diverse and geographically dispersed accounts. Conducted induction calls and presentations for new clients, significant
- Client Success ManagerInfolink EXP Integrated datadriven customer experience for the IoT RevolutionDec 2019 - Dec 2021 (2 years 1 month)I lead operations for five key client accounts, overseeing their overall success and ensuring seamless execution across all initiatives. I manage a team of 10 leaders and between 5 to 20 agents per account, driving performance, engagement, and continuous improvement across multiple client programs. My responsibilities include creating and reviewing forecasts, managing workforce planning, and guiding much of the hiring process—from talent selection to onboarding and training. I serve as a bridge between clients and internal business units, translating client requirements into actionable strategies that deliver measurable outcomes. As an innovator in reporting and process optimization, I continuously develop faster, more efficient methods f
- Service Delivery ManagerInfolink EXP Integrated datadriven customer experience for the IoT RevolutionJul 2019 - Dec 2021 (2 years 6 months)
- Project ManagerAtos ConsultingNov 2014 - Oct 2016 (2 years)I led cross-functional teams to deliver complex programs and projects from initiation through completion, ensuring alignment with strategic business goals. I managed schedules, budgets, and resources to achieve on-time, on-budget delivery while maintaining clear communication with clients, stakeholders, and internal teams. I collaborated across departments to drive execution, streamline processes, and ensure smooth coordination between engineering, operations, and customer-facing teams. I also guided technical and project staff, aligning efforts with organizational priorities and performance expectations. Additionally, I created scalable operational frameworks and documentation that improved efficiency and consistency company-wide. I cond
- project analystXeroxDec 2012 - Dec 2014 (2 years 1 month)Supported Project Managers (PMs) in delivering successful projects by coordinating tasks, tracking milestones, and ensuring alignment with business objectives. Assisted the Director of Project Management (DPM) in preparing and submitting budget requisitions, optimizing resource allocation and financial planning. Created and managed user accounts for Project and Program Managers, streamlining system access and ensuring operational continuity across teams. Led weekly and monthly meetings with new clients to gather requirements, provide updates, and build strong relationships that supported long-term success.
- Organization ManagerXeroxJun 2010 - Jun 2012 (2 years 1 month)- Direct reporting to DVP, RVP, and Managing Directors. - Organization reporting and analysis for base agents in 7 divisions. - Reporting for +8000 employees and creating an analysis of new findings. - Direct control over +25 Analysts in 7 contries.
- Workforce ManagerXeroxJun 2006 - May 2010 (4 years)- I was responsible for +30 Workforce Agents, - Supervise and provide forecast information for 6 call centers. - High-level reporting and budget calculation for team area. - Recruitment and selection for new employees - Design and develop reporting in an hourly, daily, weekly and monthly format. - Travel to provide onsite development to any new site and trouble sites.
Education
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- titulado, ingeniera industria y de sistemasUniversidad Autónoma de Ciudad JuárezJan 2007 - Dec 2011 (5 years)