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

Responsive

Onboarding Consultant

Reduce customer churn by building long term loyalty and trust through active listening and communication. Manage a 60+ book of business of mid-market clients totaling 1.23 million ARR. Beat the NRR Goal of 90% by 3%. Partnered with cross functional teams including Sales, Marketing, Product, Professional Services, and Support to make a tailored experience for my customers.

PNWIT Recruiting

Tech Talent Sourcer

Hampton City Schools

• Effective Time Management: Proven ability to meet deadlines and compliance requirements by efficiently scheduling and organizing meetings and maintaining a well-managed calendar.

• Expert Guidance: Skilled in providing expert guidance to educators, equipping them with strategies and tools to support students with learning challenges, ensuring their individual needs are met.

• Compliance Management: Demonstrated capability in overseeing processes and assisting teams in understanding and adhering to academic standards and guidelines, ensuring proper enforcement.

• Individualized Support: Proficient in supervising the provision of specially designed instruction tailored to meet the unique needs of students with disabilities, fostering their educational progress.

• Resource Allocation: Skilled in allocating available resources effectively, ensuring fair distribution based on individual needs to support the success of both students and educators.

• Meeting Facilitation: Experienced in arranging and conducting IEP (Individualized Education Program) team meetings, fostering collaboration and creating comprehensive reports for counselors and parents.

• Leadership and Recognition: Recognized for leadership qualities and chosen among county teachers to participate in a prestigious leadership conference for Leaders in Education, highlighting strong leadership potential.

Instruction Lead

York County School Division

• Leadership and Team Management: Successfully served as Chairperson of the Special Education department, demonstrating leadership skills in guiding and coordinating a team of professionals. As a behavior specialist/trainer, effectively provided training and support to educators, enabling them to effectively manage behavior problems in the classroom.

• Individualized Support: Proficient in servicing a diverse range of students with disabilities, helping them overcome learning difficulties and providing personalized support tailored to their unique needs. By leveraging a deep understanding of individual challenges, I fostered student growth and success.

• Training and Enablement: Skillfully trained teachers and assisted them in integrating behavior plans, equipping them with effective strategies to address behavior problems in the classroom. By providing comprehensive training, I enabled educators to create a positive and conducive learning environment.

• Performance Improvement: Consistently exceeded state guidelines by increasing the number of students with disabilities passing statewide testing. Through targeted interventions and support, I helped students achieve academic success, contributing to overall performance improvement.

Special Education Teacher

I'm a customer-centric professional with a passion for onboarding and a strong background in customer success . I thrive in training, customer, and client management, where I love sharing knowledge and providing exceptional support. Strategic planning is my passion, and I enjoy leveraging it to contribute to business growth and success.

Being proactive in the SaaS workspace is essential to me. I'm always learning and engaging with the latest trends and best practices in the industry. I have a continuous learning mindset, especially when it comes to SaaS and CRM, including tools like HubSpot.

With extensive experience in client relationship management, I've built strong connections and achieved high levels of customer satisfaction and retention. I'm results-driven and known for my keen business acumen, which has helped me identify opportunities for process improvement.

I excel in account management, creating and nurturing fruitful partnerships with clients. Understanding their unique needs and delivering tailored solutions is second nature to me.

taplio

The Battle

Erika Villarreal

Kristen Cain CCSM, M.S. APMP

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