HR & Recruitment Expert w/ HubSpot SalesForce Experience | 10+ Years for SaaS Unicorns like Apollo.io | Customer Success & Operations Manager

CloudTask, Medellin, Colombia

Vice President of People & Culture

January 2021 – April 2021

Expanded the workforce from 34 to 277 employees in three years through strategic recruitment and HR practices.

Led a 13-member team encompassing recruitment, training, and facilities management.

Introduced BambooHR to centralize HR functions and streamline employee lifecycle management.

Designed and executed employee satisfaction surveys, maintaining a 91% approval rating for HR services.

Responsible for all Company Related Public Relations

Continuation of all HR functions

Director of Operations

December 2019 - January 2021

Led a team of 25 BDRs, improving quota attainment from 68% to 87% within 12 months through structured coaching and performance management initiatives.

Served as a member of the Board of Directors, contributing strategic insights and operational recommendations to address organizational challenges, improve efficiency, and support company growth objectives.

Managed operational performance across five SaaS client accounts, ensuring KPI attainment while overseeing Human Resources and Talent Operations functions to support workforce effectiveness and client satisfaction.

Developed and implemented performance coaching programs utilizing Gong analytics, driving continuous improvement through data-driven feedback, skills development, and obstacle-resolution strategies.

Evaluated client operational needs and recommended tailored technology stack solutions, improving workflow efficiency, scalability, and business outcomes.

Partnered with executive stakeholders through bi-weekly business reviews to analyze key performance metrics, assess operational health, identify growth opportunities, and align service delivery with evolving business requirements.

Human Resource Manager

January 2019 - December 2019

Corporate Recruiter

August 2018 - January 201

Business Development Representative

April 2018 – August 2018

Deel, Remote

Customer Success Manager

April 2025 – Present

Manage a portfolio of 120 global SaaS clients totaling $2.9M ARR, achieving 89% renewal rate and driving 10% expansion revenue.

Maintain 97% NPS by serving as a trusted advisor on international payroll, compliance, and workforce strategy.

Lead onboarding and adoption initiatives, partnering with Sales, Product, and Operations to increase product utilization and reduce churn risk.

Managed escalations and ensured resolution leading to a 99% post escalation approval rating.

Apollo.io, San Fransisco, CA

People Tech & Operations Lead

August 2023 – November 2024

Conducted a comprehensive SOC2 compliance audit to prepare the organization for public listing requirements.

Implemented robust background check protocols, ensuring scalability and legal compliance.

Spearheaded internal communications initiatives, including the “Tip of the Week” and other People Ops updates.

Launched DEI initiatives, organizing local employee gatherings and fostering an inclusive workplace culture.

Responsible for Payroll Operations through platforms such as Deel, Remote.com, Gusto, BDO, ADP, and Billing.com.

People Operations Generalist

January 2023 – August 2023

Built and scaled the People Ops team from the ground up, successfully hiring key personnel.

Established and documented standard operating procedures (SOPs) for all departmental processes, enhancing operational efficiency.

Manager of Talent Acquisition

April 2021 – January 2023

Led a team of 3 recruiters and 1 coordinator, growing the company from 64 to 271 employees within a year.

Managed, Lever,Greenhouse ATS, streamlining candidate pipelines and enhancing recruitment workflows.

Partnered with hiring managers to refine the hiring process for go-to-market (GTM) roles.