About María
Looking to improve customer retention, streamline onboarding, or create a better experience for your customers?
I'd love to help.
I work with B2B SaaS companies to build stronger customer relationships, improve adoption, reduce churn, and uncover opportunities for long-term growth. Whether you're looking to optimize an existing Customer Success program or build processes from scratch, I can help you create a scalable approach that works for both your team and your customers.
Over the past 7+ years, I've partnered with enterprise and mid-market customers across North America, helping fast-growing SaaS companies drive renewals, expansion, and customer satisfaction. I've also built onboarding programs, customer communication strategies, feedback loops, and Customer Success processes from the ground up.
Some of the ways I can support your team:
- Customer onboarding and implementation programs
- Expansion planning, upselling, and cross-selling
- Customer Success process design and optimization
- Executive Business Reviews (QBRs) and stakeholder engagement
- Strategic account management
- Customer journey mapping and adoption initiatives
- Retention and renewal strategies
I believe great Customer Success is about making things simple, for both your customers and your team. My goal is to become a trusted partner, understand your business, and help you build customer experiences that drive measurable results.
I'd be excited to work together!
Spanish
Native or bilingual
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- fleetsterSenior Customer Success and SalesTECHFebruary 2026 - Today (4 months)
- Recruited as the company's first U.S. time zone-based hire to support North American market expansion and establish foundational Customer Success processes for the region.
- Built and operationalized core CS workflows from scratch, including onboarding frameworks, sales-to-CS handoff documentation, customer communication systems, feedback loops, and post-onboarding programs.
- Established and led the company's first cross-functional product release communication strategy, enabling Customer Success to proactively drive feature adoption and expansion opportunities through scalable customer-facing launch and enablement initiatives.
- Managed onboarding, relationship development, and early-stage account strategy for a portfolio of 52 commercial and public sector accounts, identifying expansion opportunities and supporting long-term customer growth initiatives.
- Generated $12K in new MRR within the first four months of employment through outbound prospecting, qualification calls, product demonstrations, and consultative sales conversations.
- Owned the end-to-end strategy and execution for major industry events, including NAFA Institute & Expo and Geotab Connect, leading event planning, targeted pre-event outbound campaigns, on-site pipeline generation, and post-event lead nurturing across North America, resulting in 4–5 new customer closes per event.
- airfocus by LucidSenior Customer Success ManagerTECHMay 2022 - January 2026 (3 years and 8 months)
- Managed a portfolio of 23 enterprise and mid-market SaaS accounts representing approximately $1.5M ARR, consistently achieving 97% retention across quarterly renewal cycles.
- Led executive-level customer relationships and strategic business reviews for accounts including Charles Schwab, Intelsat, Buildkite, and Unanet.
- Influenced approximately $250K in annual expansion revenue through strategic account planning, executive stakeholder engagement, and customer adoption initiatives.
- Partnered closely with Product and leadership teams to influence roadmap prioritization through customer insights and Voice of Customer advocacy.
- Played a key role during the acquisition of airfocus by Lucid, supporting customer continuity efforts and enabling cross-sell initiatives between both organizations.
- Designed and delivered enablement sessions for Lucid Customer Success Managers on positioning airfocus and driving strategic cross-sell conversations.
- Mentored and onboarded new Customer Success team members while supporting hiring initiatives for Customer Success roles.
- Managed the full post-sales lifecycle for 30+ enterprise and mid-market SaaS accounts across onboarding, adoption, renewals, retention, and expansion strategy.
- Redesigned onboarding and customer success workflows that reduced time-to-value from three months to three weeks.
- Built executive stakeholder relationships and conducted strategic QBRs focused on business outcomes, adoption, and long-term account growth.
- Partnered cross-functionally with Product, Support, and Sales teams to improve customer experience and resolve adoption barriers.
- Recognized as a top-performing CSM and promoted to Senior Customer Success Manager in September 2025.
- Actimo – A Kahoot! CompanyCustomer Success Manager & Solutions EngineerTECHJanuary 2020 - May 2022 (2 years and 4 months)
- Managed a portfolio of 39+ strategic customer accounts totaling approximately $565K ARR, maintaining 100% gross retention over two years through proactive relationship management, customer engagement, and value-driven account strategy.
- Led expansion initiatives by identifying additional team adoption opportunities, platform use cases, and feature expansion opportunities.
- Recognized as the top expansion-performing Customer Success Manager for two consecutive years based on account growth and expansion performance.
- Built strategic relationships with enterprise customers, including Banco GyT, Banco de los Trabajadores, Ingenio Magdalena, and Ingenio Pantaleón.
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Education
- Certificate in Customer Loyalty: A Strategic ApproachNorthwestern UniversityCertificate in Customer Loyalty: A Strategic Approach
- Licentiate in Communication and AdvertisingUniversidad del IstmoLicentiate in Communication and Advertising
Certifications
- Customer Loyalty: A Strategic ApproachKellogg Executive Education2022