Description

I help companies stop losing customers they worked hard to win.

I specialise in onboarding and customer success, building the systems and relationships that turn new customers into long-term ones. I've rebuilt onboarding programs from scratch, managed large account books, and coached CS teams to above-target results.

I work cross-functionally with product, engineering, and leadership to translate strategy and insights into actual changes, not just slide decks.

Barcelona-based, English-market, available for projects or ongoing work.

Languages

English
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Barcelona (up to 50km)

Sales Co - An agency that runs GTM campaigns
Customer Success Manager
November 2024 - Today (1 year and 8 months)
Barcelona, Spain
Rebuilt onboarding from scratch, cutting time-to-value by 80%, early retention improved significantly.
Manage a 45+ account book of business. I own the full lifecycle from prospecting & sales to onboarding & renewal.
Spot churn before it happens using health data and close client contact; I keep account management predictable and proactive
Feed customer insights directly into the product roadmap — I heavily influence the features we build for our customers
Lead and coach a CS team. I built a culture that hits above-target results consistently
Customer Advocacy Team Leadership customer success Customer Loyalty/ Retention Chief of Staff
Empire Flippers
Senior Business Advisor
June 2021 - October 2023 (2 years and 4 months)
Advised founders buying and selling online businesses - high-stakes, long-cycle, deeply consultative work
Managed 40+ active client relationships simultaneously; $500K average deal size, $2.3M+ in commission including multiple 7-figure closes
Top Earner two consecutive quarters — got there by using data to prioritise ruthlessly, not by working more hours
Built real fluency in digital business models, revenue quality, and operational performance; useful well beyond the role
Sales consultative Individual Coaching
Nike EMEA HQ
Transition Manager
February 2019 - June 2021 (2 years and 4 months)
Netherlands
Led a 122-person CRM transformation across multiple countries — stakeholder alignment, training, change management, adoption measurement, end to end
Built the enablement playbooks and process standards that made it actually stick across a dispersed, multilingual team
Translated between Nike's US leadership and EMEA on the ground — the person who made sure nothing got lost across time zones and cultures
Change Management transition management Operations Executive Support