Top-tier agency about to cancel
Their team didn't know how to get the most out of the service. I reset expectations with the owner and their Art Director and set regular check-ins.
Stayed, upgraded and left a Trustpilot review.
I keep the customers who were about to leave, and grow them.
Bilingual Customer Success & Account Manager for SaaS · Remote since 2018 · Eastern Time hours.
at-risk accounts saved
of cancellation requests saved monthly
people on the remote team I led
B2B accounts: agencies, startups, e-commerce and enterprise
Their team didn't know how to get the most out of the service. I reset expectations with the owner and their Art Director and set regular check-ins.
Instead of a discount, I offered a trial of a higher plan.
Daily meetings, KPI tracking, coaching, SOPs and onboarding docs.
Pick what the client says:
"Most 'bad quality' complaints are expectation gaps. Fix the expectation, fix the relationship."
US graphic design subscription company (B2B) · Remote
Board Advisor, Customer Success (2026)
Advise leadership on customer success strategy and retention.
Customer Success Specialist (2025)
Moved from leading the team to owning key and at-risk accounts directly.
CSM & Account Executive Team Lead (2023)
Led and trained a remote team of 8 Account Executives.
English-Spanish translation for clients on Fiverr: 4.5 ★ from 14 reviews.
Instagram, content calendars and customer messages for small businesses.
"He's easy to work with, communicates well, and understands the importance of maintaining good relationships with clients."
"He does a great job balancing customer satisfaction with the company's goals. He's organized, supportive, and really knows how to guide a team."
"Pablo's ability to identify new opportunities, understand client needs, and deliver tailored solutions has had a significant impact on our business growth."
How I work, what I do at Penji and why I like turning around situations that look lost.
Working remotely from Margarita Island since 2018.
Your mornings are my mornings: UTC-4.
Open to remote Customer Success, Account Management or CS Operations roles at SaaS companies.
