VP Customer Experience | SaaS Growth Specialist | CS Team Builder | 30% WAU Lift | Apolo.io
Isabel Cristina
Director of Customer Support
$3,940 – $5,380/mo
About
I scale customer experience teams and drive product-led growth for SaaS companies. At Apollo.io, I grew the CS function from 3 to 125 employees and delivered a 30% increase in weekly active users through proactive, human-centric strategies.I build the end-to-end customer journey without adding unnecessary headcount. My approach combines operational rigor, coaching-driven leadership, and AI-enhanced support systems to make every customer touchpoint work harder.
Industry Experience
Account Management Software
Business Intelligence Software
Customer Onboarding Software
Sales Engagement Software
Sales Intelligence Software
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Near-Native Fluency (C1/C2)
Additional Languages Supported
Spanish
Roles Qualified For
Work Experience
Director of Customer Support
02/2020 - 11/2024https://www.apollo.io
Established and managed Customer Support, Customer
Education, and L&D departments. Drove VoC projects
with R&D. Drove Xfunctional Proactive support, and
increased WAUs 33% after support touchpoint. Scale the
team to a department of 120+memebers.
Developed ticket categorization, workflows, and
automation for education and onboarding. Achieved a
96% satisfaction score with an 8-second chat response
time, scaling the team from 4 to 30+ members.
https://shop.cloudtask.com/
Colombia
Sustained business growth and profitability by maximizing
value. Mediated between clients and the company, driving
success. Improved onboarding processes for larger teams.
Created sales and support strategies for workflows and
cadences. Managed LOBs like Grammarly, WordStream,
GoDataFeed, Metadata.ai, Apollo.io, and OpenBOM.
Videos
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