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Paul Jimenez
Mid-level Customer Success Manager specializing in SaaS onboarding and retention
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Customer Success Manager at an early-stage SaaS serving trade schools (cosmetology, welding, language, EMT), owning post-sales handoff through onboarding, adoption, and retention across 25 accounts. Built scalable onboarding motions (including a go-live validation process) that cut support volume ~30% and introduced CSAT surveying (>85% positive). Strong cross-functional operator on integrations (data imports/APIs/partners) and has closed at least one plan upgrade by tying additional modules (e.g., payment processing) to operational value.
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Key Strengths
- Owned end-to-end onboarding and adoption for 25 SaaS accounts (6–8 week onboarding cycles)
- Maintained >90% retention rate across managed accounts
- Created and implemented a go-live 'Validation Call' that reduced post-go-live support requests ~30% over 4 months
- Implemented quarterly CSAT survey; achieved >85% positive customer feedback
- Led cross-functional integration work (data imports, API/partner integrations) with Product and Engineering
- Diagnosed recurring integration issues by learning technical workflow end-to-end and aligning Engineering/Product on fixes
- Improved adoption of a key integration by updating onboarding expectations/training and contributing to UI polish
- Drove expansion by positioning value during trainings; upgraded a larger EMT school within a month of go-live
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