Top-tier agency about to cancel
Their team didn't know how to get the most out of the service. I reset expectations with the owner and their Art Director and set regular check-ins.
Stayed, upgraded and left a Trustpilot review.
Bilingual Customer Success & Account Manager for SaaS · Remote since 2018 · Eastern Time hours.
play_circle Watch my 2-minute introat-risk accounts saved
of cancellation requests saved monthly
people on the remote team I led
B2B accounts: agencies, startups, e-commerce and enterprise
How I work, what I do at Penji and why I like turning around situations that look lost.
Their team didn't know how to get the most out of the service. I reset expectations with the owner and their Art Director and set regular check-ins.
Instead of a discount, I offered a trial of a higher plan.
Weekly meetings, KPI tracking, coaching, SOPs and onboarding docs.
Pick what the client says:
"Most 'bad quality' complaints are expectation gaps. Fix the expectation, fix the relationship."
US graphic design subscription company (B2B) · Remote
Board Advisor, Customer Success (2026)
Advise leadership on customer success strategy and retention.
Customer Success Specialist (2025)
Moved from leading the team to owning key and at-risk accounts directly.
CSM & Account Executive Team Lead (2023)
Led and trained a remote team of 9 CSMs and Account Executives.
100+ projects, 4.9/5 rating, 60% repeat clients.
Instagram, content calendars and customer messages for small businesses.
n8n + Claude workflows for Customer Success: check-in emails, churn-risk alerts and meeting summaries.
"He does a great job balancing customer satisfaction with the company's goals. He's organized, supportive, and really knows how to guide a team."
"Pablo's ability to identify new opportunities, understand client needs, and deliver tailored solutions has had a significant impact on our business growth."
100+ English-Spanish projects on Fiverr · 60% repeat clients
Working remotely from Margarita Island since 2018.
Your mornings are my mornings: UTC-4.
Open to remote Customer Success, Account Management or CS Operations roles at SaaS companies.
