cecilia garcia

About

Customer Success professional with over 2 years of experience in B2B SaaS, specializing in driving customer retention, scaling account management processes, and delivering data-driven solutions. Proven track record of managing high-value enterprise accounts, optimizing customer satisfaction, and collaborating with cross-functional teams to drive product adoption and revenue growth. Skilled in leveraging analytics, CRM tools, and customer feedback to build scalable success strategies in fast-paced environments.

Experience

• Customer Success Manager · Promenade Group2022-01-01 – 2024-04-01

  Managed a portfolio of 50+ enterprise accounts with a 95% customer satisfaction rate by delivering proactive, data-driven solutions and fostering strong client relationships. Spearheaded the implementation of CRM and database integrations in collaboration with technical teams, resulting in a 30% increase in product adoption and streamlined customer onboarding processes. Leveraged Tableau and Google Analytics to monitor client performance, providing actionable insights that drove revenue growth and improved retention rates. Consistently exceeded upsell targets by 20% through NPS optimization and identifying expansion opportunities within existing accounts. Acted as the voice of the customer, providing feedback to product and engineering teams to influence roadmap decisions and improve user experience.

• Business Consultant · Self Employed01-01-2025

  Freelance Business Consultant: As a freelance business consultant, I partner with small to mid-sized businesses to assess operations, identify areas for improvement, and provide strategic, data-driven recommendations. My work focuses on quality assurance, process optimization, and performance analysis—helping clients enhance efficiency, customer experience, and overall profitability. I deliver actionable insights through in-depth business reviews, tailored advice, and hands-on support to drive measurable growth and operational excellence.

• Email Marketing Copywriter · Self Employed01-01-2022

  Email Marketing Copywriting Strong marketing knowledge to write high-converting customer emails—welcome flows, upsells, retention emails, etc for different kinds of brands.

Education

• California State University Channel IslandsBachelor of Business Administration - BBA, Business Administration and Management, General
• Ventura CollegeAssociate's degree, Business/Commerce, General

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