Caroline Estrada
North Highlands,CA
Summary
Customer Success Manager with experience managing a portfolio of 100+ SaaS customer accounts representing over $70K in Monthly Recurring Revenue (MRR). Proven success leading customer implementations, executive onboarding, strategic account management, API consultations, and complex customer escalations. Skilled at building trusted customer relationships, driving product adoption, and partnering cross-functionally to deliver exceptional customer outcomes and long-term retention.
Overview
4
4
Certifications
6
6
years of professional experience
Work History
Jr. Customer Success Manager
SkySlope
Sacramento, California
2025.07 - Current
- Manage a portfolio of over 100 accounts representing more than $70K in Monthly Recurring Revenue (MRR).
- Successfully onboard multiple accounts simultaneously with an average implementation timeline of 4 weeks.
- Serve as the primary escalation point for complex customer issues, partnering with Product, Engineering, Billing, and Support to drive resolution.
- Deliver strategic onboarding, administrator training, and workflow consulting for brokerage customers.
- Lead API and custom integration consultations for brokerage requests.
- Drive customer retention through renewals, pricing negotiations, and account optimization strategies.
- Identify customer pain points, and advocate for product enhancements by submitting detailed feedback to Product teams.
- Build trusted relationships with brokerage owners and executive stakeholders to maximize adoption and long-term success.
Technical Customer Support Specialist
SkySlope
Sacramento, California
2024.02 - 2025.07
- Delivered high-quality software support to end-users across multiple channels, including phone, chat, and email
- Held a dual role as a Software Quality Assurance (SQA) Specialist, identifying and reporting bugs to streamline platform performance.
- Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues.
- Accurately documented and tracked software defects using bug-tracking systems for developer resolution.
- Consistently exceeded departmental performance metrics in a high-volume, fast-paced environment.
- Identified opportunities to enhance platform usability and support processes, offering proactive recommendations.
- Maintained comprehensive records of customer interactions and resolved issues to ensure accountability and improvement.
Event Planner
Posh Fiesta Designs
Sacramento, California
2020.02 - 2025.07
- Built strategic partnerships with vendors to secure high-quality services at competitive rates.
- Conceptualized unique event themes and designs to set the brand apart in a competitive market.
- Consulted with clients to understand their vision, and developed tailored proposals exceeding expectations.
- Fostered relationships with local venues and suppliers to ensure premier access and service delivery.
- Stayed informed on event planning trends to continuously bring fresh, innovative ideas to clients.
- Managed end-to-end event logistics, including timeline development, vendor coordination, and on-site execution.
Education
High School Diploma -
Littlerock High School
Littlerock, CA2012-06
Skills
- Customer Success Management
- Strategic Account Management
- Customer onboarding
- Customer retention
- SaaS Implementation
- Escalation Management
- Customer Training
- Workflow Optimization
- Cross-Functional Collaboration
- Renewal Management
- Software integration
- CRM software
- Relationship building
- Conflict resolution
Languages
Spanish
Native/ Bilingual
Certification
Customer Success Foundations
Timeline
Jr. Customer Success Manager
SkySlope
2025.07 - Current
Technical Customer Support Specialist
SkySlope
2024.02 - 2025.07
Event Planner
Posh Fiesta Designs
2020.02 - 2025.07
High School Diploma -
Littlerock High School