Adrian Contreras-Valencia
Enterprise Customer Success Manafer
Madrid,Spain
Summary
Dedicated, result-oriented, and customer-focused professional with comprehensive experience in driving customer satisfaction and customer optimization within the AI and software automation sectors. Accomplished leader with proven expertise in shaping customer success strategy and product roadmap to maximize customer adoption, satisfaction, and retention rates. Trusted client advocate with a sound ability to actively participate in client meetings to propose unique ideas, understand business requirements, share key learnings, and drive project success.
Overview
6
6
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Enterprise Customer Success Manager
TMX
Remote
03.2025 - Current
- Manage 15+ enterprise accounts across global time zones representing ~$1M in ARR; lead onboarding, enablement, change management, and adoption of AI-powered business communication tools.
- Drove a 16% increase in tool adoption (highest on team) within first 4 months through proactive enablement and structured customer success planning.
- Scaled a $20K pilot into 300 users in 60 days by driving stakeholder alignment, leading training, and compiling proof-of-concept metrics to support post-pilot expansion plans.
- Increased usage and adoption across multiple enterprise logos by 20-30 percentage points via strategic rollout, targeted training sessions, and process optimization.
- Consistently met/exceeded QBR quotas by aligning executive stakeholders on KPIs, usage trends, and expansion roadmaps; frequently praised for creativity and responsiveness.
- Collaborated cross-functionally with Product, Sales, and Marketing to influence roadmap, guide beta participation, and elevate customer feedback.
- Fastest to ramp among CSMs (3 weeks to certification); recognized for creative problem-solving and proactive customer engagement.
- Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers.
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Provided customer and market feedback to product team to help build features and solutions.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
Senior Customer Success Manager
Stampli
Mountain View, CA
08.2020 - 05.2024
- Managed all aspects of client relationships with a portfolio of 125+ customers representing $2.2M in ARR. This entailed continued engagement throughout the entire customer lifecycle via kick-off calls, monthly check-ins, quarterly business reviews and group training sessions.
- Redesigned the onboarding process for our customers onto our credit card module decreasing onboarding time from 2 months to 4 weeks and increasing adoption 40%.
- Developed a process that optimized the cost to serve our mid market segment by giving back at minimum 2 hours to the CSM team per onboarding customer.
- Increased revenue growth by pushing upsells and cross sells for customer optimization, Top 5 in upsells Q1'2024.
- Trained 125+ customers on 4 separate modules resulting in a 90% adoption rate and gradual process optimization.
- Led the onboarding of ~5 new clients each month and drove a 70% increase in product adoption from existing customers by hosting enablement webinars and developing/dispersing training material.
- Exceeded quarterly targets for Executive Business Reviews from 2020-2024, averaging 9 per quarter (vs. goal of 5).
- Proactively mitigate risk by analyzing customer health indicators in various tools (Hubspot, Qlik) including product adoption, CSAT/NPS and customer advocacy.
- Spearheaded a marketing initiative for the CS team resulting in 150% attainment in case study goal.
- Met with CFO's, Business Owners, Controllers, and AP specialists to lead deep discovery into their business needs and establish a trusted advisor relationship.
- Enabled a CS team of 30 to follow a new onboarding process and trained them on a new format of holding a call within that new onboarding process.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Accounts Payable Specialist
Credit Karma
San Francisco, California
11.2019 - 05.2020
- Company Overview: San Francisco, CA
- San Francisco, CA
Education
B.S - Business Administration and Management
Chapman University
Orange, CA12.2019
Skills
Data-driven decision making
Performance metrics analysis
Customer training
CRM software expertise
Upselling and expansion
Strategic account management
Customer retention
Cross-functional coordination
Customer onboarding
Certification
Certified Customer Success Manager Level 1 and Level II, Success Hacker, Q2 2023, Q4 2023
Awards
- Stampli "CS Badass"-Q4'2023, Q2'2023, Q4'2022, Q2'2022,Q4'2021
Earned for achieving the most 4/5 star direct customer reviews on the team in a given quarter
- Prezent
- Q2 2025 Success Award
- Q2 2025 Growth Award
- Adoption Award
- Customer Connection 08/01/25
- For excellence in building trusted relationships and driving high-impact customer engagement across enterprise accounts.
Accomplishments
- Drove 16% increase in product adoption (team high) within 4 months at Prezent through proactive enterprise enablement and targeted training initiatives
- Scaled pilot from 20 to 300+ users in 60 days, securing a $20K expansion and building proof-of-concept data to support enterprise rollout
- Lifted adoption 20–30 points across multiple global accounts via structured onboarding, champion programs, and change management strategies
- Managed $2.2M+ in ARR across 125+ accounts at Stampli; led 70% increase in module usage and 90%+ adoption rate across four key product areas
- Redesigned onboarding process, reducing implementation time by 50% and improving CSM bandwidth by 2+ hours per onboarding at Stampli
- Recognized with 6+ internal awards for customer impact, growth, and adoption including Prezent’s August 2025 “Customer Connection Award” and Q2 Success/Growth Awards
- Exceeded QBR delivery quotas for 4 consecutive years, consistently aligning executive stakeholders to product value and renewal success
- Fastest CSM to ramp at Prezent, achieving internal certification in 3 weeks and launching enterprise enablement programs within 30 days of hire
Timeline
Enterprise Customer Success Manager
TMX
03.2025 - Current
Senior Customer Success Manager
Stampli
08.2020 - 05.2024
Accounts Payable Specialist
Credit Karma
11.2019 - 05.2020
B.S - Business Administration and Management
Chapman University
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