Mariel Alfonso-Adler

People-first leader with a proven track record of building high-performing teams, managing complex client portfolios, and delivering operational results in fast-moving, high-stakes environments. Known for leading with empathy while executing with precision — remaining composed and solutions-focused regardless of the obstacle, the fire drill, or the situation no one saw coming. Carries a dual commitment that defines every role: unwavering advocacy for the client experience, and equally fierce advocacy for the team delivering it. Believing those two things are inseparable.

• 93% Client Retention
• Maintained a 93% retention rate across a portfolio of up to 300 accounts in a high-churn, service-intensive environment by prioritizing proactive relationship management and consistent follow-through.
• Zero Turnover, 6+ Years
• Built and sustained a team of 8 with zero turnover for over six consecutive years. Recognized org-wide as the highest-ranked eNPS leader — meaning my team would recommend me as a manager more than any other leader in the organization.
• 16 Launches Per Year
• Oversaw 8 to 16 full product and service launches annually, managing end-to-end sequencing across Construction, Operations, and Sales simultaneously without sacrificing quality or timeline.
• Clients & Team Follow
• Built relationships strong enough that clients, vendors, team members, and partners followed from role to role — a direct reflection of trust earned through consistency, advocacy, and genuine care.

• HubSpot Customer Success Certification (in progress / planned)
• CCSM — Certified Customer Success Manager, Level II (in progress / planned)
• [Any existing certifications or training — add here]