Hailyn Tejera
Orlando
Summary
Customer Success leader with experience owning the full client lifecycle in B2B SaaS and service-driven industries. Proven ability to redesign onboarding processes, improve adoption, and partner with clients post-launch to drive measurable ROI, retention, and revenue growth. Trusted advisor to clients and leadership teams alike, with a strong background in operations, relationship management, and scalable systems.
Overview
11
11
years of professional experience
Work History
ONBOARDING & CUSTOMER SUCCESS MANAGER
RepeatMD
Orlando
07.2025 - Current
- Own the full customer lifecycle for B2B SaaS clients, from onboarding through post-launch growth, retention, and long-term success.
- Partnered directly with the leadership team to redesign and standardize the entire onboarding process, improving efficiency, clarity, and client readiness.
- Built and implemented structured onboarding workflows to ensure accurate platform setup, smoother launches, and faster time-to-value.
- Serve as the primary point of contact post-onboarding, supporting clients with strategy, optimization, and ongoing success initiatives.
- Advise clients on memberships, pricing, promotions, and loyalty strategies to drive ROI, recurring revenue, and patient retention.
- Monitor client health, engagement, and usage to proactively identify risks, prevent churn, and surface expansion opportunities.
- Collaborate cross-functionally with product, implementation, and leadership teams to resolve issues and continuously improve the customer experience.
- Manage a high-volume book of business in a fully remote environment while maintaining strong relationships and responsiveness.
- Act as a trusted advisor, blending empathy with data-driven insights to support sustainable client growth.
GENERAL MANAGER
Design Me Medspa
Winter Garden
06.2023 - 06.2025
- Led daily operations for a high-volume medspa serving 1,000+ clients, overseeing front desk, clinical, and marketing teams.
- Built strong, long-term client relationships while upselling services and driving monthly recurring revenue.
- Increased client retention through consult-driven treatment planning and optimized follow-up workflows.
- Launched and promoted the RepeatMD rewards app, coaching both staff and clients on adoption to drive loyalty and engagement.
- Analyzed weekly performance metrics to identify trends, mitigate churn risk, and optimize operational efficiency.
PROPERTY MANAGER
Madison Apartment Group
Naples
01.2021 - 07.2022
- Oversaw operations and P&L; for a 300+ unit portfolio, maintaining 95%+ occupancy and under 3% delinquency.
- Built strong resident relationships, resolving issues with speed and empathy to boost renewal rates above 75%.
- Used data-driven insights to improve resident experience and retention strategies.
ASSISTANT PROPERTY MANAGER
Cal-Am Properties
Naples
05.2019 - 01.2021
- Managed collections, maintenance coordination, and resident communications in a fast-paced environment.
- Strengthened tenant relationships through proactive service and consistent communication.
LEASING MANAGER
Atlantic & Pacific Management
Orlando
01.2015 - 01.2018
- Trained and led leasing teams, driving occupancy through relationship-based sales and creative marketing initiatives.
Education
Business Management -
Valencia College
Orlando, FLSkills
- Customer Success Management
- SaaS Onboarding & Adoption
- Client Retention & Expansion
- Customer Experience Strategy
- Process Improvement
- Lifecycle Ownership
- ROI & Growth Strategy
- Cross-Functional Collaboration
- KPI Tracking
- Account Management
- Training & Enablement
- Remote Client Management
- CRM & Loyalty Platforms
- Bilingual (English/Spanish)
Awards
Rookie of the Year - Madison Apartment Group
Timeline
ONBOARDING & CUSTOMER SUCCESS MANAGER
RepeatMD
07.2025 - Current
GENERAL MANAGER
Design Me Medspa
06.2023 - 06.2025
PROPERTY MANAGER
Madison Apartment Group
01.2021 - 07.2022
ASSISTANT PROPERTY MANAGER
Cal-Am Properties
05.2019 - 01.2021
LEASING MANAGER
Atlantic & Pacific Management
01.2015 - 01.2018
Business Management -
Valencia College