Sheldon Matos
Saco
Summary
Customer Success Leader with over 12 years of experience achieving retention rates of 90% and retaining $2.8 million in annual recurring revenue. Proven track record in enhancing customer satisfaction scores above 90% through effective cross-functional initiatives and streamlined renewal processes. Skilled in driving SaaS adoption and influencing organizational strategy while mentoring teams and utilizing advanced CRM tools. Bilingual in Spanish, known for establishing strong partnerships across all levels of an organization.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Upland Software Inc.
Austin
10.2020 - 11.2025
- Directed a portfolio of 50–60 strategic accounts, responsible for the overall business relationship and long-term account retention.
- Championed customer success initiatives that increased customer satisfaction (CSAT) to 90%.
- Served as product expert and trusted advisor for users and key stakeholders.
- Partnered with Leadership, Sales, Implementation and Engineering to surface insights and influence product direction.
- Assisted customers with operationalizing new product features and quantify customer benefits.
- Drove customer growth and reduced churn through data/analytics, along with timely executive escalations.
- Ensured the best customer experience through proactive identification of issues. Proposed solutions through timely communication to keep clients informed.
- Tracked renewals, raised renewal risks and achieved customer retention.
Customer Success Manager
Certify, Inc.
Portland
08.2013 - 01.2020
- Managed an SMB portfolio 300-500 customers.
- Drove $190K in new ARR through targeted upselling/expansion campaigns.
- Appointed as strategic escalation lead for complex client issues, resolving 91% of escalations within SLA and earning 'CSM of the Quarter' recognition twice.
- Played a pivotal role in the original CSM team, contributing directly to Certify’s acquisition by K1 through operational excellence and innovative customer frameworks.
- Collaborated with cross-functional teams to enhance customer engagement strategies and experiences.
- Maintained documentation of customer interactions for improved service continuity and support tracking.
Education
Some College (No Degree) -
Husson University
Bangor, MaineSkills
- Relationship building
- Strategic thinking
- Execution skills
- Data analytics
- Customer success methodology
- Communication skills
- Salesforce proficiency
- Zendesk proficiency
- Gainsight competency
- Microsoft Office / Google Suite proficiency
- Adaptability
- Upselling and Cross-selling
- Time management
- Customer relationship management
- Account retention strategies
Languages
Spanish
Native/ Bilingual
Timeline
Customer Success Manager
Upland Software Inc.
10.2020 - 11.2025
Customer Success Manager
Certify, Inc.
08.2013 - 01.2020
Some College (No Degree) -
Husson University