Pedro

Top Rated KYC Verified AI Support

8+ years in Account - Client Success Management | 1M - Yearly Rev Increment - 45% GM% (9% Oprimization) - Canva SaaS CX Experience Senior Manager

Managua, Nicaragua Full-Time

Marketplace protected

About

MBA professional with 8+ years of experience in managerial roles on Client Success, Account Management, operations, and revenue growth across B2B environments. Skilled in customer success strategy, consultative sales, risk mitigation, account expansion, and cross-functional collaboration, with sucess records improving client retention and generating measurable ROI for global stakeholders. Experienced operational efficiency and leveraging modern tools such as Zapier and Claude AI to automate processes, and enhance customer experience initiatives. Strong background in continuous improvement through Lean and Kaizen methodologies, driving process optimization, performance improvement, scalability, and operational consistency within fast-paced remote environments.

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Core Experience

Industry experience

SaaS Platforms
Outbound Sales Agency
Customer Success Agencies
Legal Services
Virtual Receptionists Agency

Business challenges

Unstructured success teams
High customer churn
High virtual assistant turnover
Customer drop-off during onboarding
Low customer satisfaction

Success metrics

Increased customer loyalty
Improved support strategies
Increased Customer Lifetime Value

Jobs to be done

Customer Success Teams
Churn Reduction Strategy
Customer Growth and Upsell Strategies

Availability & Logistics

Availability

Full-Time

Work arrangement

Remote

English level

Near-Native Fluency (C1/C2)

Languages

Portuguese

Roles Qualified For

Customer Success Manager

Work Experience

Customer Success Manager

https://www.legalsoft.com/ · Jun 2024 – Present

Account Growth & Expansion: Generated $87.8K in monthly recurring margin expansion (approx. $1M ARR impact) by identifying service gaps and upselling high-value workforce solutions.

Operational Excellence: Scaled virtual assistant operations by 58% (80 to 127 VAs) while maintaining 100% SLA compliance for high-stakes Lemon Law and Personal Injury firms - 0% Churm Rate Streakds for several quarters and consistenly be 2.5% YoY

Strategic Advisory: Act as the primary Trusted Advisor for law firm partners, translating complex operational data into actionable growth strategies during monthly performance audits.

Retention Strategy: Designed and implemented real-time KPI dashboards that reduced reporting friction and increased client transparency, leading to improved long-term account health.

Process Engineering: Built scalable onboarding frameworks that accelerated Time-to-Value for new legal clients by optimizing workforce alignment and training protocols.

Head of Growth

https://logicall.live/ · Jan 2025 – Jan 2026

Consulting & Advisory time - Strategic Planner

Advised an outsourced sales organization focused on recovering abandoned online orders for a U.S. natural supplements brand.

Improved conversion, efficiency, and revenue recovery using data analysis, KPI optimization, Six Sigma, and Kaizen methodologies.

Partner with leadership to align sales execution with operational scalability.

Operations Director

https://www.ibex.co/ · Jan 2021 – Jun 2024

Directed multi-department operations supporting 200+ FTEs for global clients including Canva and Sam’s Club (Walmart).

Drove 45%+ contribution margin through six sigma methodologies in cost control, sales optimization, and workforce planning.

Applied Kaizen and Lean strategies to optimize performance management and reduce operational costs, driving 45%+ GM and

achieving a 100% Client Metric Success Rate (CMSR) through continuous improvement and process efficiency.

Built and coached leadership teams, improving performance, engagement, and operational consistency.

Operations Manager

https://foundever.com/ · Jan 2019 – Jan 2021

Aggressive Revenue Scaling: Successfully doubled the account footprint, driving a 120% increase in billable headcount (from 50

to 110 FTEs) within 8 months by demonstrating operational stability and client trust.

Strategic Account Expansion: Served as the primary strategic link to the client, converting "Open Communication" into

increased service demand and securing additional lines of business.

P&L & Margin Optimization: Orchestrated weekly and monthly financial audits (DMT reports) to maximize billable hours,

minimize operational leakage, and ensure top-tier profitability.

KPI Performance Turnaround: Engineered a high-performance culture that consistently exceeded all client-facing KPIs, turning

operational excellence into a key selling point for further account growth.

Retention & Business Continuity: Implemented a robust "Motivation & Empowerment" framework focused on agent stability,

ensuring that the rapid scale-up to 110 FTEs was supported by a zero-interruption service delivery model