Carlos Ramos
Oldsmar,FL
Summary
Strategic Growth and Customer Experience Leader with an MBA and over a decade of experience driving revenue expansion, retention, and operational excellence across SaaS, regulated industries, and global markets. Proven track record of generating $1.3M+ in incremental revenue, increasing retention by 30%, and reducing time-to-value by 35% through scalable lifecycle frameworks, executive engagement, and data-driven decision-making.
Recognized for building high-impact systems, aligning cross-functional teams, and translating complex solutions into measurable business outcomes. Bilingual (English/Spanish) global professional open to expanding into growth strategy, partnerships, operations, and mission-driven leadership roles where business impact and innovation intersect.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Senior Customer Success & Growth Lead
CARM Marketing LLC
Clearwater, FL
01.2021 - Current
- Own full post-sale lifecycle across 40+ client accounts, driving revenue growth and improving lead conversion by up to 30% through structured adoption and engagement strategies.
- Designed scalable onboarding and lifecycle frameworks leveraging CRM automation and multi-channel communication (email, SMS, web), increasing customer engagement and operational efficiency by 25%.
- Led executive-level strategy sessions to align marketing initiatives with revenue goals, translating performance insights into measurable business outcomes.
- Built cross-functional alignment between sales, product, and creative teams to optimize retention, improve customer satisfaction, and drive long-term account expansion.
LATAM Enterprise/MSP Customer Success Manager
KnowBe4
Clearwater Beach, FL
01.2019 - 12.2021
- Owned post-sale lifecycle for 200+ enterprise SaaS accounts across Latin America, generating $700K+ in expansion revenue while driving 30% retention growth.
- Leveraged Gainsight health scoring and CRM analytics to proactively mitigate churn, improve adoption, and deliver data-informed executive recommendations.
- Partnered with Sales to accelerate enterprise deal velocity (up to $300K ARR) through consultative onboarding, technical configuration, and value-driven enablement.
- Served as Voice of the Customer, influencing product and leadership decisions by translating client feedback into actionable operational improvements.
- Delivered bilingual executive training programs that reduced time-to-value by 35% and strengthened strategic partnerships across regulated industries.
Global Logistics & Operations Strategist
L3Harris – L3 Communications Security & Detection Systems
St. Petersburg, FL
01.2012 - 12.2019
- Directed international logistics operations for regulated defense and security technologies, ensuring 100% compliance with ITAR, AES, TSA, and FDA requirements across global markets.
- Increased LATAM enterprise customer retention to 98% by implementing proactive engagement frameworks and structured adoption strategies.
- Led cross-functional collaboration with engineering, compliance, and international stakeholders to embed regulatory and operational excellence into daily business processes.
- Conducted internal audits and compliance training initiatives, strengthening risk mitigation and improving operational readiness across departments.
Education
MBA - Business Administration
University of Phoenix
Oklahoma City, OK05-2008
BBA - Marketing Management
Universidad Metropolitana
San Juan, Puerto Rico08-2004
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
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Success & Growth Lead
CARM Marketing LLC
01.2021 - Current
LATAM Enterprise/MSP Customer Success Manager
KnowBe4
01.2019 - 12.2021
Global Logistics & Operations Strategist
L3Harris – L3 Communications Security & Detection Systems
01.2012 - 12.2019
MBA - Business Administration
University of Phoenix
BBA - Marketing Management
Universidad Metropolitana