Eptura

Strategic, Customer Success Manager

Principal Customer Success Manager

Senior Customer Success Manager 

SmartMoving Software

SmartMoving is the only software tool your moving company needs. Whether you’re a one man operation or you have franchises across the country, maximize your sales, marketing, operations, and profits with the one software tool that makes every part of your company achieve its potential.

Customer Success Manager

ePesos

Co-founder & Manager, Customer Success

Co-founder & Manager, Business Development

QUANTUM CAPITAL

Manager, Central Mexico Operations

Strategic Planner

Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

CS Insider

🥳 Contributor to the Ultimate Questions Toolbox for CSMs
🥳 I was spotlighted in the #28 Report from CS Insider.
🥳 Contributor to 100 Ways to Stand out as a Customer Success Manager
🥳  Contributor to the Customer Success Rolodex: the communities, the blogs, the newsletters, the resources, the tech, the PEOPLE to follow in CS

CS Insider provides advice, stories, and resources that help Customer Success professionals thrive in their careers. No fluff allowed. I contribute to the creation of bi-weekly CS Insider Reports.

Contributing Member

CS Connect

City Lead at CS Connect. We're a bustling global community dedicated to empowering customer success professionals. Our mission? To cultivate future leaders in customer success through community-based learning, strong connections, and transformative mentorships.

In this role, I'll be spearheading local events and initiatives in Berlin, fostering a thriving environment for customer success enthusiasts to connect, share, and grow together.

Join us in redefining customer success: https://www.linkedin.com/company/cs-connect

Chapter Lead-Berlin

Whale (usewhale.io)

Whale is a knowledge & SOP sharing tool that centralizes all of your standard operating procedures and knowledge so you can better grow your teams.

Compass /

Managed relationships with a portfolio of 60+ customers ($125M in revenue). Implemented a workflow management platform (TC Workflow) to automate and track all real estate transactions, increasing revenue by more than 30% in 2021. Analyzed and presented data to Sales and Marketing teams. Revamped sales handover process to improve the customer onboarding experience. Migrated customer journey from paper to digital.

Transaction Manager for Jeff Block & the City Block Team

Keller Williams Philadelphia

Digitized the customer onboarding process, reducing onboarding completion times by 25%. Trained customers across 3 offices, enabling the onboarding of over 300 clients. Implemented a new customer orientation program, increasing the amount of annual enrolled customers. Led a team of employees to successfully onboard the largest-ever cohort of customers. Managed a portfolio of 300+ customers, providing a tailored customer journey that included personalized resources, and strategic cross-sell opportunities that helped customers accomplish their business goals.

Director of Agent Experience

Increased customer engagement via the creation of a marketing calendar and a monthly newsletter. Conducted over 100 warm sales calls per month, ensuring the management team’s KPIs of attracting, recruiting, and retaining customers were met. Resolved all customer issues submitted via email, phone, or in-person for 200+ agent real estate brokerage.

Market Center Coordinator/Office Manager

Bella Turka

Provided a consistent, high level of customer service by creating excellent client relationships for this retail business that specializes in selling jewelry from around the world. Customers came to us for guidance for special occasion pieces and requested our merchandise expertise.

- Drove continuous sales by maintaining and presenting merchandise in compelling
 ways.

- Developed product knowledge by learning merchandise features and benefits. 

- Understood all systems and procedures relating to sales and credit transactions.

Retail Sales Associate

David Williams Clothiers

As a mom and pop shop with a personal touch, I was able to give clients a stellar customer experience when ordering custom-made suits by making them feel as though they were our only client. By keeping detailed customer profiles on our clients, we knew their specific taste in clothes, styles, sizes and color.

Sales & Office Assistant

Profile Public Relations

I assisted in managing and promoting the reputation of 15+ high-profile chefs and 
restaurants by distributing press releases to targeted media outlets of upcoming events 
and new restaurant openings for our clients.

Marketing & Office Assistant

Customer Success Manager | Google Project Management Certified | Manager with a knack for building deep relationships and streamlining operations | Health & Wellness Enthusiast

My superpower is having a strong nocturnal rhythm. 😂 This allows me to be on top of my customer success game. 💪

Want to get to know me? 😄
 Check out this podcast interview I did with Stijn Smet from Whale.io 

👉  https://open.spotify.com/episode/7FXhS3dMBuIa01wHFrPrq6?si=6zAIzzTVRaKf5hybS0dkxQ

 With over 10 years of experience as a relationship manager, I have been dedicated to helping customers achieve their goals and fostering strong connections. My expertise lies in process improvement, data analysis, and change management, which has allowed me to creatively boost efficiency in various projects. In the real estate sector, I successfully utilized technology to drive revenue.


I am detail-oriented and THE go-to problem solver. You can always catch me either tweaking systems to make them more efficient, supporting my team, or tapping into workplace humor!

My colleagues and customers would say what they appreciate most about me is I keep it real, and I'm the first one to proactively step in and provide support or added value.

I'm excited to work for a company where I can bring my passion for customer obsession, talent for process improvement, and insatiable drive for personal and company growth.

taplio

The Battle

Erika Villarreal

Katrina Kugelmeier

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