You're seeing this page as if you were . The main menu is still yours, though. Exit from immersion
Cristina FernándezCF

Cristina Fernández

✅ Customer Success Consultant 🚀

€275/day
Barcelona, ES
3-7 years

Average response time: 1 hour

Freelancer profile translated to English.
Back to original language

About 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

  • Adsmurai
    External Customer Success Consultant
    SOFTWARE PUBLISHING
    June 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
  • Genially
    Corporate Customer Success Manager
    SOFTWARE PUBLISHING
    November 2021 - Today (4 years and 7 months)
    Barcelona, Spain
    Startup leading interactive content worldwide through a SaaS that allows you to create visual content that captivates your audience.
  • Agroptima
    Customer Success Manager (SaaS B2B)
    SOFTWARE PUBLISHING
    February 2020 - November 2021 (1 year and 9 months)
    Barcelona, Spain
    Startup 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.

Recommendations

These freelancer profiles also match your criteria

AgathaA

Agatha Frydrych

Backend Java Software Engineer

4.7

(3)

2

BaptisteB

Baptiste Duhen

Fullstack developer

4.6

(4)

5

AmedA

Amed Hamou

Senior Lead Developer

4

(2)

7

AudreyA

Audrey Champion

Web developer

4.3

(3)

4

Education

  • Degree in Humanities, Humanities/Humanistic Studies
    Universitat Pompeu Fabra
    2016
    Grado en Humanidades, Humanidades/Estudios humanísticos
  • Degree in Humanities, Literature
    Universitat Oberta de Catalunya
    2022
    Grado en Humanidades, Literatura

Skill set (13)

Categories