Cristina Puerta Diaz
Monterrey, NL.,Nuevo León
Summary
Results-driven Customer Success and Commercial Strategy professional with 6+ years of progressive experience in customer success management, sales strategy, and program design across high-growth tech companies including AWS and Amazon. Proven track record of building scalable programs that drive adoption, retention, and revenue growth across LATAM markets. Expertise in managing enterprise accounts, launching new market operations, and transforming at-risk clients into high-performing partnerships. Skilled at cross-functional leadership and data-driven decision making. Bilingual in Spanish and English.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Amazon Web Services
09.2023 - Current
- Responsible for the strategic planning of AWS training and services with enterprise customers across LATAM. Manage AWS Skill Builder accounts (onboarding, adoption, retention).
- Managed customer onboarding processes, enhancing user experience and satisfaction.
- Collaborated with cross-functional teams to drive product adoption and engagement.
- Analyzed customer feedback to identify trends and inform service improvements.
- Designed and executed LiveLabs LATAM: a scalable 1-to-many program that eliminated 52 individual CSM commitments, saving 120+ hours of team capacity and enabling a more efficient, high-impact engagement model. Now being implemented on US, Canada and Europe.
NLS Manager
Amazon
05.2022 - 09.2023
- Led the creation, development, and full implementation of the Amazon Mentor program in Mexico, managing cross-functional coordination across commercial, operational, financial, and legal workstreams.
• Built the Amazon Mentor program in Mexico from the ground up, establishing all commercial, operational, financial, and legal processes for a scalable partner-led seller training model.
• Designed the partner compensation scheme and developed the seller training curriculum for the Amazon marketplace, directly supporting seller growth and performance.
• Coordinated cross-functional stakeholders across multiple business units to ensure seamless program launch and ongoing operations.
City Launcher & Buyside Sr. Manager
Loft
10.2020 - 05.2022
- Accountable for the market launch of Loft in Monterrey and cross-functional alignment to open a new geographic market for the proptech startup.
• Developed and managed the buyside acquisition strategy, securing deal flow and building the foundation for operations in a completely new market.
• Served as a key cross-functional stakeholder, aligning product, marketing, operations, and finance teams throughout the expansion project.
- Led cross-functional teams to drive operational efficiency and improve project outcomes.
- Developed and implemented strategic initiatives to enhance customer engagement and retention.
- Analyzed market trends to inform product development and positioning strategies.
Education
Education
Universidad Autónoma De Nuevo Léon
Monterrey, NL.2014
Skills
Customer Success & Retention
Strategic Program Design
Sales Strategy & Revenue Growth
Enterprise Account Management
Cross-functional Leadership
Market Launch & Expansion
Stakeholder Management
Data-Driven Decision Making
Training & Enablement Programs
Process Improvement & Scalability
Bilingual Communication (ES/EN)
LATAM Market Expertise
Timeline
Customer Success Manager
Amazon Web Services
09.2023 - Current
NLS Manager
Amazon
05.2022 - 09.2023
City Launcher & Buyside Sr. Manager
Loft
10.2020 - 05.2022
Education
Universidad Autónoma De Nuevo Léon