Resume
Bilingual Senior Customer Success Manager with 10+ years in B2B SaaS and tech (PayPal, LinkedIn), combining account management with hands-on data skills to drive retention and growth.
Planned career break to strengthen my technical foundations for customer experience analytics, alongside hands-on involvement in a specialty coffee rural-impact initiative.
Completed a one-year Certificate in Data Analytics (CareerFoundry): SQL, Python, data visualization and analytical problem-solving.
Python Programming training at Tokio School / UCAM.
Built independent data projects that turn raw data into business insights and interactive dashboards (see Portfolio).
Gained hands-on experience in specialty coffee production and community-driven rural impact work, reinforcing a consumer-centric and operational perspective.
Founded HACHE Minimal Design, a soy candle brand whose first collection was inspired by research into scent branding and specialty coffee culture in Madrid.
Education
Senior Customer Success Manager
Localistico / Madrid
2020 - 2023
Senior Relationship Manager
LinkedIn / Dublin
2019
Customer Success Manager
PayPal / Dublin
2012 - 2019
Merchant Risk Operations Specialist
PayPal / Dublin
2011 - 2012
Skills
Senior Customer Success Manager
Sesame / Madrid & Valencia
April 2026 - Present
Career Break · Technical Upskilling & Applied Learning
Madrid, Spain
2024 - 2026
Maintained a 90%+ renewal rate across my portfolio through proactive account management.
Designed a daily goal-tracking and monitoring system for the team managing a strategic client's reviews, setting priorities and daily targets.
Used that data to show the client their growing review volume and the extra team hours it required, securing a 100% renewal and a 30% account upsell.
Led the full onboarding lifecycle and customer enablement for global clients in a B2B SaaS model.
Led a multi-year, customer-driven product initiative with a strategic client, coordinating Product, Engineering and commercial teams through regular alignment sessions.
Built KPI dashboards to monitor customer satisfaction and usage health, and created playbooks and customer-facing documentation to drive feature adoption.
Conducted financial risk evaluations with a tiered exposure limit of up to $100,000.
Designed risk mitigation strategies to protect PayPal assets while supporting merchant growth.
Initiated a risk-based evaluation protocol to identify healthy, fast-growing merchants within risk queues as potential leads for Account Management.
Manage a portfolio of Tier 1 enterprise clients as their primary point of contact and trusted advisor.
Lead the end-to-end customer lifecycle for key accounts: onboarding, adoption and expansion.
Built a centralised account-monitoring dashboard from scratch, combining CRM and product-usage data to track account health in one place.
Monitor health and usage metrics to anticipate risks, uncover adoption gaps with clients and put mitigation plans in place.
Identify upsell and cross-sell opportunities by aligning product capabilities with each client’s business objectives.
Partner with Sales, Product and Support, and bring customer needs into roadmap discussions.
Managed the Spanish market client portfolio with quarterly retention and growth targets, leading strategic planning for high-value accounts for LinkedIn Learning.
Created usage forecasts and worked with cross-functional teams to defend and grow client investments.
Delivered client workshops and presented solutions to stakeholders and sponsors across regions.
Represented LinkedIn Learning at a partner conference at the invitation of a major banking client, presenting solutions alongside competing providers.
Managed strategic corporate accounts in the Spanish market, with portfolios exceeding €1.2M in exposure.
Implemented the lead protocol I had designed in Risk, turning healthy, fast-growing merchants into a new revenue pipeline for Account Management. A two-year global initiative, recognised with a company award (3rd place) after a nomination by my manager.
Led retention conversations and resolved complex payment issues for high-risk, high-impact merchants, balancing risk, compliance and customer experience.
Advised clients on e-commerce, SEO, UX and digital marketing to grow their sales.
Trained and onboarded new hires and cross-functional colleagues on tools, processes and customer workflows.
Experience
