Freelancer profile translated to English.
Back to original languageAbout Cristina
Hello everyone!
I am a professional with over 10 years of experience in Customer Success and I help startups improve their CS strategy.
I help you create or redefine the Customer Success strategy of your startup/scaleup. How?:
- I will make your CS team scalable by optimizing processes, customer segmentation, tools, and playbooks.
- Your customer satisfaction will increase because any action will be Customer Centric.
- Your Customer Success department will be measurable through the implementation of key KPIs.
- ARR will increase thanks to expansion and churn control plans.
By creating a good Customer Success plan, your revenue will increase in a healthy and scalable way.
Throughout my career, I have seen many companies that wanted to implement a Customer Success strategy when it was already too late, and the cost is much higher.
Start creating your strategy now! I will be happy to advise you.
Why trust me?
- Quick response
- Full involvement
- Respect for deadlines
- Adapted prices, for early-stage startups 50% discount.
Spanish
Native or bilingual
English
Conversational
Catalan
Native or bilingual
Can work on-site
Barcelona (up to 50km)
Experience
- AdsmuraiExternal Customer Success ConsultantSOFTWARE PUBLISHINGJune 2022 - Today (4 years)Create the company's Customer Success strategy:- Segment customers to create a personalized strategy for each Tier (High Touch- Low Touch- Tech Touch).- Create Journey Maps for each ICP and Tier.- Create workflows and playbooks in Hubspot.- Create a commission system for each CSM.- Create Customer Success department KPIs.- Design best practices for managing the support team.- Create playbooks for the relationship with the product team
- GeniallyCorporate Customer Success ManagerSOFTWARE PUBLISHINGNovember 2021 - Today (4 years and 7 months)Barcelona, SpainStartup leading interactive content worldwide through a SaaS that allows you to create visual content that captivates your audience.
- AgroptimaCustomer Success Manager (SaaS B2B)SOFTWARE PUBLISHINGFebruary 2020 - November 2021 (1 year and 9 months)Barcelona, SpainStartup offering a SaaS to help agricultural companies manage their businesses efficiently and comply with agricultural regulations.Functions:✔️ Creation and updating of content in CST (snippets, templates, saved replies, videos, etc.) through Hubspot and Intercom.✔️ Creation and updating of the Customer Success Wiki, adding protocols to follow for each situation.✔️ Customer data import.✔️ Product demos and training for clients.✔️ Health Score monitoring to detect low usage cases and establish activation strategies.✔️ Strategies to reduce churn and case management, analyzing each case before and after.✔️ Technical and consultative product support.✔️ Gather and qualify customer feedback and pass it to the product department to be added to the roadmap.✔️ Qualification and requalification of clients to assign them to their corresponding ICP and optimize portfolio management.
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Education
- Degree in Humanities, Humanities/Humanistic StudiesUniversitat Pompeu Fabra2016Grado en Humanidades, Humanidades/Estudios humanísticos
- Degree in Humanities, LiteratureUniversitat Oberta de Catalunya2022Grado en Humanidades, Literatura