MARISOL GOMEZ
HACKENSACK,UNITED STATES
Summary
Seasoned Customer Success professional with over a decade of experience spanning B2B SaaS, client success management, and hospitality operations. Recognized for driving global process innovation-including creation and standardization of Babbel’s worldwide offboarding and churn prevention programs across EMEA and the Americas. Skilled in customer retention, win-back strategies, and regional enablement, with a particular focus on LATAM markets. Known for a hands-on, strategic approach that transforms challenges into growth opportunities, enhances customer satisfaction, and maximizes lifetime value.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
B2B-Americas Customer Success Manager
Babbel
02.2024 - Current
- Manage a portfolio of 50+ Enterprise accounts, driving retention and growth within a $1.8 million book of business across the Americas in two languages.
- Lead, designed and implemented the current standard global offboarding process, streamlining workflows across EMEA and the Americas to ensure consistent, data-driven customer transitions
- Partnered with regional teams to develop and localize customer success content for LATAM clients, enhancing engagement and product adoption in Spanish- and Portuguese-speaking markets
- Led churn prevention and win-back initiatives, standardizing strategies across multiple global regions to improve customer retention and renewal rates.
- Collaborated cross-functionally with Sales, Product, and Marketing to identify expansion opportunities and drive customer lifetime value (CLV) growth with Enterprise clients and high name partnerships.
- Out preformed targets by 149% on average across six consecutive quarters including the most recent quarter, through proactive management and optimization initiatives.
- Recognized for delivering top-tier client satisfaction scores and maintaining strong renewal performance through proactive relationship management and strategic account planning
Client Success Manager
eMenu International
06.2019 - 11.2023
- Strong track record of cultivating and maintaining profitable client relationships.
- Consistently exceeded revenue targets by identifying up-sell opportunities and resolving client concerns increase average checks by a minimum of 3%.
- Driving business growth and maintaining a client retention rate of over 95%. With a proven ability to strategize and deliver results.
- Collaborated with product and engineering teams to identify and implement product improvements based on customer feedback.
- Negotiated and managed customer contracts to ensure customer satisfaction and long-term retention
- Frequent and extensive engagement in domestic and international travel to cultivate and uphold robust global relationships.
- Developed tailored training programs to enhance client understanding of product features.
- Led client onboarding processes, ensuring seamless integration with eMenu systems.
Client Success/ Account Manager
D&S Beverages LLC
03.2018 - 06.2019
- Identify opportunities to expand the existing client user base
- Expertise in Customer Relationship Management (CRM) tools such as Salesforce, HubSpot, and comparable platforms, proficiently utilized to oversee and enhance client interactions, monitor progress, and drive successful outcomes.
- Able to distill key accomplishments, risks and status to formulate a concise client assessment for management to support account decisions
- Driving business growth and maintaining a client retention rate of over 98%. With a proven ability to strategize and deliver results.
- Proficiency in using analytics tools to track KPIs, analyze data, and provide regular reports on client success metrics
- Led account strategy sessions to align product offerings with client needs and market trends.
Education
BBA - Business Administration
The State University of New York At Delhi
New York 08.2008 - 05.2012
AAS - Applied Science
The State University of New York At Delhi
New York12.2010
Skills
- Flexible problem-solving
- Quick learner
- Proficient time management
- Effective multitasking
- Excel proficiency
- Proficient in Microsoft Office
- Driven professional
- Project coordination expertise
- Collaborative team member
- Capture One
- Skilled in Photoshop usage
- Efficient in Adobe Bridge
- Proficient in CRM systems
- Experienced with Slack communication
- Proficient in HubSpot
- Salesforce proficiency
- Resturant365
- Vitally
LANGUAGES
Spanish
Timeline
B2B-Americas Customer Success Manager
Babbel
02.2024 - Current
Client Success Manager
eMenu International
06.2019 - 11.2023
Client Success/ Account Manager
D&S Beverages LLC
03.2018 - 06.2019
BBA - Business Administration
The State University of New York At Delhi
08.2008 - 05.2012
AAS - Applied Science
The State University of New York At Delhi
HOBBIES
Gardening, Lego Building, Cooking, Traveling, Embroidery just to name a few