Alex Cobos

About

Customer Success leader with 15+ years driving retention, adoption, and measurable growth across enterprise portfolios. Built CS functions from the ground up—designed frameworks, processes, tools, and scalable playbooks—while managing $11M+ ARR across 30+ strategic accounts with 90%+ renewals and 125% NRR. Deep hands-on expertise with Gainsight implementation, NRR optimization, customer health scoring, and outcome-driven program design. Proven ability to remove adoption barriers, scale teams, and position Customer Success as a revenue and risk-mitigation function. MBA (LSE); bilingual EN/ES.

Experience

• Co-Founder & Commercial Lead · Pressure Calibration™02-01-2025

  • Designed and launched performance infrastructure product from zero — built go-to-market, CS framework, onboarding architecture, and diagnostic playbooks targeting revenue leaders. • Created scalable customer-facing frameworks and success measurement models — directly applicable to foundational CS programme design and operational scaling. • Evaluated and selected SaaS tooling for customer success management — requirements mapping, vendor assessment, and implementation planning.

• Senior Customer Success Manager — Strategic Accounts · Coursera05-01-2021 – 02-01-2025

  • Owned $11M+ ARR across 30 strategic accounts (Volkswagen Group, Novartis, HSBC, BBVA). • Primary strategic advisor to C-suite and VP-level executives. • Delivered 90%+ renewal rates and 125% NRR through proactive risk mitigation, outcome- focused planning, and rigorous health tracking. Prevented six-figure churn events. • Built CS measurement framework emphasizing NRR, gross retention, and health scoring over vanity metrics. Used Gainsight, Tableau, and Power BI for adoption and expansion insights. • Led Executive Business Reviews with Fortune 500 stakeholders — translated outcomes into measurable ROI, driving hundreds of thousands in incremental ARR. • Built adoption roadmaps and removed barriers through change management and usage acceleration programmes across complex enterprise environments. • Mentored CSM team members, established process documentation and technical frameworks, supported hiring and onboarding.

• Global Account Director · Wiley / CrossKnowledge09-01-2017 – 05-01-2021

  • Managed 30+ enterprise accounts across EMEA/LATAM (HSBC, Barclays, Fortune 500) — driving SaaS adoption and 90%+ renewal rates across multi-million-dollar portfolio. • Designed adoption frameworks serving thousands of end-users. Reduced time-to-adoption and increased measurable engagement across HR and L&D platforms. • Built trusted advisor relationships with C-level executives; navigated complex silos to identify expansion opportunities and exceed revenue targets.

• Enterprise Sales & Account Management · Informa, Euromoney & Financial Times2009 – 2017

  • Progressive B2B enterprise roles across Financial Services, Publishing, and Media. Managed Fortune 500 relationships with complex multi-year deal cycles. Consistent track record of revenue growth and customer retention.

Education

• London School of EconomicsMBA, MBA
• ESIC Business & Marketing SchoolBA, Advertising & Public Relations

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