Erika Aguirre
Houston,TX
Summary
Versatile Customer Success Manager with deep expertise in building client relationships and ensuring product satisfaction. Skilled in managing SaaS solutions and collaborating across teams to resolve client issues. Known for maintaining high client retention and driving business growth through strategic advisory roles.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Customer Success Manager II
DealerOn
Houston, TX
09.2024 - 05.2025
- Improved site performance through strategic client engagement and advisory roles.
- Consistently met quota for scheduled meetings (80-90% of clients per month) and TPV retention (over 90% for full book of business)
- Collaborated with SEO and SEM teams to enhance lead growth and audience engagement
- Created GA4 reports to identify opportunities for performance improvement
- Conducted monthly site reviews and provided advisory expertise for site configuration and maintenance for a book of 75-100+ client sites
- Engaged clients daily via phone calls, text, and email to schedule monthly touchpoint meetings
- Assisted in migration and continued support for accounts from Sincro after DealerOn purchase
- Web-hosting provider specializing in automotive/car dealership websites and related ancillary services.
Data Entry Specialist
Gulf Coast Community Services Association
Houston, Tx
07.2024 - 09.2024
- As a Data Entry Specialist, provided data entry and quality assurance for families seeking assistance and enrollment into the Head Start program available in HISD and Pasadena ISD.
- Non-profit providing Head Start and community/educational services in Southwest Houston.
Customer Success Manager
BILL
Houston, TX
10.2021 - 12.2023
- As CSM, pioneered as one of two original members of the team, which grew and evolved as we identified client needs and varied tactics. Worked with at-risk and high-value clients, as well as some Enterprise accounts.
- Consistently met quota for scheduled meetings (20+ per month), TPV retention (over 60% for full portfolio), and upselling (4+ add-on products per month)
- Maintained over 95% retention rate for at-risk clients
- Managed client migrations and provided continued support post-acquisition.
- Consulted regarding third-party software integration and implementation including best practices and staff training
- Conducted regular business reviews and provided advisory expertise to several hundred accounts
- Publicly traded FinTech company offering SaaS solutions for SMBs.
Customer Support Lead
BILL
Houston, TX
12.2020 - 09.2021
- As CS Lead, supervised a specialized team of advocates to provide excellent customer support for clients.
- Coached team to provide support within expected performance metrics
- Conducted regular one-on-one meetings with team members to touch base and review performance
- Completed semi-annual performance reviews for the team
- Managed and scheduled regular trainings for team development
- Audited interactions between team and customers to ensure positive customer satisfaction
- Helped manage team coverage to ensure timely support
- Publicly traded FinTech company offering SaaS solutions for SMBs.
Resolutions Specialist
BILL
Houston, TX
04.2020 - 11.2020
- As Resolutions Specialist, solved complex issues for clients via chat, phone, and email.
- Communicated and collaborated with teams in other departments to assist customers
- Responded to social media escalations and third-party reviews on several platforms
- Provided guidance and assistance to advocates mid-escalation
- Communicated learning and growth opportunities to Leads for advocates on their team
- Publicly traded FinTech company offering SaaS solutions for SMBs.
Customer Success Advocate
BILL
Houston, TX
09.2019 - 03.2020
- As Customer Success Advocate, provided support for BILL customers via chat and email.
- Assisted with API sync-related issues for Quickbooks Online, Xero, and Sage Intacct accounting softwares.
- Publicly traded FinTech company offering SaaS solutions for SMBs.
Customer Success Manager
GeekSeller LLC
Houston, TX
08.2016 - 05.2019
- Pioneered Customer Success team and management of customer experience as the first non-executive/non-engineering hire. Focused on building company culture in fully-remote, international work environment (pre-COVID).
- Led team training sessions to boost client support and satisfaction.
- Provided support for custom-built eCommerce multi-channel SaaS solution
- Managed team of remote-based support agents
- Built internal and external documentation and educations materials related to the system
- Collaborated closely with development team for support and custom integration requests
- Handled support requests for several accounts simultaneously
- Communicated directly with CEO on a daily basis regarding operations, partnerships, and both internal and external communications
- Bootstrapped SaaS start-up specializing in aiding eCommerce sellers organize and create listings, as well as inventory and drop-shipping synchronization. Provided cross-platform support for marketplaces like Jet, Walmart, Amazon, Shopify, and eBay.
Customer Support Representative
GreenGeeks
Houston, Tx
12.2014 - 07.2016
- Provided support for hosting clients on Linux-based hosting service. Assistance provided for Wordpress sites, email setup and maintenance, resource usage, etc.
- Web-hosting company providing services to clients with a focus on eco-friendliness.
Technical Support Specialist
Alert Solutions
Houston, TX
02.2014 - 11.2014
- Provided troubleshooting and assistance for clients in varied industries using the system for mass communication via online fax, SMS, email, and automated phone calls.
- Administered weekly webinars for users
- Assisted with maintenance of IP reputation (RBL monitoring and contact), monitored queue of requests, and worked with development team to resolve issues
- Helped accommodate custom query requests in collaboration with development team
- Multi-channel communications company with a focus on providing services to medical offices, marketing organizations, and educational institutions and partners.
Technical Support Specialist
HostGator
Houston, TX
05.2013 - 12.2013
- Provided troubleshooting and support for clients on Linux-based hosting service. Assistance provided for Wordpress sites, email setup and maintenance, resource usage, etc. Used shell access to assist with case resolution.
- Web hosting company specializing in providing industry-leading customer support.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, Utah01-2027
High School Diploma -
Windfern High School
Houston, TXSkills
- Relationship establishment & development
- Client retention strategies
- SaaS product expertise and management
- Technical problem-solving
- Team leadership
- Cross-functional collaboration
- Exception handling
- Client onboarding
- Documentation generation (internal & external)
- Leadership & professional development
- Start-up, Corporate, and Non-Profit environments
- Interpersonal communication
- Account management & renewals
- Resolution of technical concerns
- Employee training & assistance
- Customer journey optimization
- Independent & collaborative problem solving
- Account health evaluation
- Relationship management
- Analytical reporting
- Project optimization
- Communication proficiency
- Client interaction and loyalty
- Collaborative teamwork
- Account growth strategies
Websites
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
Google Analytics Individual Qualification - Google
Timeline
Customer Success Manager II
DealerOn
09.2024 - 05.2025
Data Entry Specialist
Gulf Coast Community Services Association
07.2024 - 09.2024
Customer Success Manager
BILL
10.2021 - 12.2023
Customer Support Lead
BILL
12.2020 - 09.2021
Resolutions Specialist
BILL
04.2020 - 11.2020
Customer Success Advocate
BILL
09.2019 - 03.2020
Customer Success Manager
GeekSeller LLC
08.2016 - 05.2019
Customer Support Representative
GreenGeeks
12.2014 - 07.2016
Technical Support Specialist
Alert Solutions
02.2014 - 11.2014
Technical Support Specialist
HostGator
05.2013 - 12.2013
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Windfern High School