Pablo Paez
Marietta, Georgia, United States,GA
Summary
Accomplished Senior Customer Success Manager with over 7 years of experience specializing in managing Enterprise and Mid-Market accounts. Proven track record in developing strategic account plans, driving OKR achievement, and surpassing retention and renewal goals. Able to identify expansion opportunities, and lead client advocacy initiatives. Driven by building relationships, analytics, and improving processes in a collaborative environment. Seeking a new opportunity to apply these skills and further contribute to organizational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Hostaway
04.2024 - Current
- Developed and executed customer support strategies to drive increased retention, achieving both net and gross retention KPIs across a portfolio of 103 clients.
- Analyzed customer data to identify trends and implemented strategies to enhance key customer success metrics, including conducting Quarterly Business Reviews (QBRs) to align goals and address trends collaboratively.
- Guided customers through onboarding and product setup processes, ensuring seamless adoption and long-term usage success.
- Leveraged customer feedback to refine and optimize customer success plans, delivering continuous value and improvement.
Senior Customer Success Manager
Dutchie
12.2020 - 02.2024
- Owned relationships with 65 mid-market and 10 Enterprise accounts.
- Developed engagement strategies to maximize revenue and optimize partnerships with Dutchie.
- Created and delivered Quarterly Business Reviews (QBRs) for C-suite clients, providing tailored insights and solutions.
- Designed custom training programs to promote best practices and enhance product adoption.
- Delivered comprehensive post-sales support by utilizing expert business, technical, and product knowledge to ensure retention limiting churn by 2% per quarter.
- Monitored account metrics and devised individualized retention strategies with actionable insights to enhance account health.
Account Executive
Anyplace
06.2018 - 05.2020
- Owned the entire sales cycle, driving significant revenue growth and expanding our client base by 285% in six months.
- Developed and implemented onboarding and account management SOPs, ensuring consistent service delivery and operational efficiency.
- Created data-driven account strategies, resulting in a 15% increase in client bookings.
- Led the adoption of CRM utilization, enhancing data collection and implementation success rates through an innovative client profile interface.
- Collaborated across a variety of teams - including Ops, Marketing, Engineering and Legal - improving operations and providing valuable product insights to exceed client expectations.
Customer Success Manager for Latin America
Airbnb
06.2016 - 06.2018
- Executed targeted marketing campaigns, analyzed sales forecasts and provided Customer Success Management in Colombia.
- Cultivated strong relationships with key decision-makers and diligently maintained client accounts in Hubspot and Salesforce, ensuring seamless communication of market changes between the CSM team and Account Executives.
- Effectively communicated new products and service improvements to clients and found new ways to further Airbnb adoption.
- Proactively generated leads for target markets, considering product characteristics, pricing, and advertising strategies.
- Traveled in-market with account executive team to meet with key clients and identify future growth opportunities by discussing booking potential from unlisted inventory, resulting in an increase of inventory listed.
Customer Experience Analyst
Airbnb
03.2014 - 06.2016
- Co-created a global program focused on driving continuous improvements to the customer journey- enhancing the overall experience for Airbnb's customers worldwide by identifying the root cause of a customer's negative interaction.
- Analyzed customer feedback through the lens of root-cause analysis to identify opportunities for internal operational improvements.
- Delivered actionable insights and recommendations for existing SOPs, resulting in cost savings of more than $500,000/year.
- Collaborated with support operations, knowledge management, quality assurance and the Business Process Improvement team to increase NPS scores.
- Designed and delivered presentations to key stakeholders across the Customer Support org, as well as product.
Sales Representative
AT&T
04.2007 - 01.2013
- During my tenure at AT&T, I improved my customer service skills, becoming proficient in effective communication, problem-solving, and addressing customer concerns.
- Introduced an approach involving NPS (Net Promoter Score), which positively impacted my sales performance, increasing it by 30%.
- Acquired expertise in troubleshooting and network management, along with comprehensive knowledge of AT&T’s products and services.
- Recommended additional services and products by understanding customer needs and effectively communicating the value of upsell options.
- Uncovering account opportunities to identify cost drivers and offering At&t solutions to limit cost, while expanding At&t adoption.
Skills
- Customer Success
- Key Account development
- Strategic communications
- Analyzing data
- Product implementation
- Revenue growth strategies
- Salesforce proficiency
- Hubspot proficiency
- Google suite
Certification
Timeline
Customer Success Manager
Hostaway
04.2024 - Current
Senior Customer Success Manager
Dutchie
12.2020 - 02.2024
Account Executive
Anyplace
06.2018 - 05.2020
Customer Success Manager for Latin America
Airbnb
06.2016 - 06.2018
Customer Experience Analyst
Airbnb
03.2014 - 06.2016
Sales Representative
AT&T
04.2007 - 01.2013
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