I have over 5+ years of experience in Customer Success within the SaaS industry, with a strong background in account management, project support, and customer lifecycle optimization. I bring a highly organized and systematic approach to my work, allowing me to thrive in roles that require both customer-facing expertise and operational discipline.
I began my leadership journey in 2015 as Operations Manager at our family-owned accounting firm, where I managed administration, HR, and client relations, and oversaw the company’s successful transition from manual to automated systems.
In 2019, I moved into Customer Success as a Team Lead managing 23 agents for a U.S. health and wellness distributor, delivering round-the-clock, multi-channel support. I later joined Aether Automation as an Account Manager, specializing in Zoho business process automation and closing over $100K in deals within my first year.
I then served as Customer Success Manager at MSP Launchpad, where I co-created onboarding and customer lifecycle journeys and set key operational milestones that improved client retention and satisfaction.
Most recently, I expanded my SaaS experience as a Customer Success Manager at trumpet, a digital sales room platform for revenue teams. In this role, I maanged seamless handovers from Sales to CS, improved onboarding flows, tracked customer health metrics, and strengthened retention, renewals and expansions.
Alongside my CS career, I also bring copywriting experience, having written e-commerce product listings for Amazon, Shopify, and eBay — a background that sharpens my communication and customer engagement skills.You may find my LinkedIn profile here: -----------.-----------/in/jeremiah-ndsantos/
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