Carlos Ramos
Customer Success Business Consultant
Oldsmar,FL
Summary
Dynamic Bilingual Professional with an MBA and Over a Decade of Experience in Sales and Account Management Across Diverse Sectors, Including Customer Success, Logistics, Telecommunications, and SaaS, with Significant Tenure at L3Harris
Expertise in Leading Capture Strategies and Proposal Efforts that Generated Over $1.3M in Upsell and New Business Revenue While Effectively Managing a Portfolio of Enterprise, SMB, and Private Accounts
Skilled in Engaging C-Level Executives and Cross-Functional Teams to Drive Adoption and Ensure Long-Term Client Success, Complemented by a Proven Track Record of Enhancing Customer Satisfaction Through Strategic Planning and Execution
Recognized for Adaptability in Fast-Paced Environments, Consistently Delivering Results While Managing Multiple Priorities with a Proactive Approach to Problem-Solving and Process Optimization
https://www.linkedin.com/in/mbacramos/
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
CARM Marketing LLC
01.2021 - Current
- Managed a portfolio of 40+ client accounts, generating $400K–$600K in new revenue, while improving lead conversion by 20–30% through proactive adoption programs.
- Designed and delivered onboarding and adoption programs using Go High Level, Twilio, Salesforce, and Adobe Creative Cloud to accelerate product utilization and engagement.
- Led strategic multi-channel communication campaigns (SMS, email, Google Business, websites), driving customer engagement, retention, and 25% efficiency gains via cross-functional collaboration with creative, product, and development teams.
- Served as the primary client consultant, conducting executive presentations, clarifying requirements, and delivering actionable recommendations to align solutions with client goals.
- Implemented Salesforce CRM to track interactions, feedback, and health metrics, enabling personalized service, tailored success plans, sustained account growth, and enhanced customer engagement and retention through comprehensive onboarding processes.
LATAM Customer Success Manager
KnowBe4
01.2019 - 12.2021
- Onboarded and managed 200+ enterprise SaaS accounts across Latin America, delivering tailored success plans and bilingual cybersecurity awareness training, reducing time-to-value by 35%.
- Served as Voice of the Customer by partnering with C-level executives and procurement teams to align cybersecurity programs with risk management frameworks and compliance standards (EN/ES).
- Proactively monitored customer health using Gainsight, delivering targeted education and resources to drive adoption, mitigate churn, and generate $700K+ in expansion revenue.
- Supported sales in closing enterprise SaaS deals valued up to $300K through consultative onboarding, product configuration, and ongoing training to ensure effective utilization.
- Established trusted relationships with key stakeholders via regular check-ins and comprehensive onboarding processes, resulting in 30% retention growth and enhanced customer loyalty.
LATAM Logistics Management
L3Harris – L3 Communications Security & Detection Systems
01.2012 - 12.2019
- Oversaw international logistics for airport security X-ray systems, ensuring compliance with ITAR, AES, TSA, and FDA.
- Increased Latin American customer satisfaction and retention to 98% through proactive health monitoring, bilingual success plans, and targeted adoption interventions across 100+ Enterprise accounts
- Coordinated shipments with customs brokers, freight forwarders, and regulatory agencies to ensure audit readiness.
- Partnered with engineering teams on classification research and jurisdiction determinations.
- Provided Spanish-language communication and cultural mediation with LATAM partners, and supported teams in EMEA and APAC.
- Built strong international client relationships, ensuring compliance, and timely delivery of mission-critical
- Collaborated with other departments to integrate compliance considerations into daily business operations, seamlessly.
- Assisted in developing and implementing compliance training programs for staff education.
- Conducted compliance audits to ensure adherence to regulatory standards and internal policies.
Education
MBA - Business Administration
5 2008
BBA - Marketing Management
8 2004
Skills
- Revenue Growth Strategies
- Pipeline Management & Forecasting
- Bilingual Communication: English / Spanish (Native)
- Client relationship management
- Client onboarding strategies
- Customer relationship management
Accomplishments
- Gainsight Certified Administrator (2020) – Health scores, playbooks, churn prediction
- Salesforce Trailblazer – 150+ Trailhead badges (Admin, Sales Cloud)
- $1.3M+ Revenue Generation – Upsell & new business across SaaS portfolios
- 30% Retention Growth – 200+ LATAM enterprise accounts via adoption programs
- 35% Time-to-Value Reduction – Bilingual cybersecurity training delivery
- 100% Compliance Audit Readiness – ITAR/AES/TSA/FDA defense shipments
Certification
KMSAT-Kevin Mitnick Security Awareness Training
Phish-Prone Percentage (PPP)Reduction Program
Security Awareness Training (SAT)
FBI Social Engineering & Security Awareness Training
Logistics Management Systems
Internal Safety Audit SIGMA certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Success Manager - CARM Marketing LLC
01.2021 - Current
LATAM Customer Success Manager - KnowBe4
01.2019 - 12.2021
LATAM Logistics Management - L3Harris – L3 Communications Security & Detection Systems
01.2012 - 12.2019
University of Phoenix - MBA, Business Administration
Universidad Metropolitana - BBA, Marketing Management