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

Veriforce

Meten International Education Group

Refined processes for customer onboarding, training, and success. Acted as trusted advisor and voice of the customer for accounts with LTV of over $2.5 million. Initiated customer communities to scale CS impact. 

Key Contributions
- Maintained NRR above 104% by ensuring customer achieved their business goals
- Achieved GRR over 96% by identifying mature use cases of successful customers
- Identified up-sell and expansion opportunities that lead to 9.5% ARPA growth
- Implemented adoption plan that increased LMS adoption from 54.5% to 77.6%
- Lead over 200 discovery sessions to optimize onboarding playbook and success plans, contributing to 12.2% NPS increase

Senior Language Trainer

Capsula LLC

Managed client relationships, full-cycle sales, and negotiated renewals and pricing. Developed post-sales processes from scratch. Collected and analyzed client life cycle data using Excel and Salesforce Essentials. 

Key Contributions
- Maintained NRR above 108% by consulting with customers on business processes
- Reduced annual churn below 9% YoY by demonstrating customer return on investment
- Launched bi-monthly training and demo series that drove 39% revenue increase
- Cut customer time to value by over 40% by refining onboarding processes

Account Operations Manager

Carma's Cafe

Provided training and onboarding for 20+ new hires and promotions

Manager

Customer Success Manager with 5 years of experience in onboarding, training, renewals, customer advocacy, and product adoption. Your churn's worst nightmare.

My last official title wasn't directly customer success related. I was hired as a trainer, but after Covid layoffs and downsizing, we were left with too many hats for too few heads, and CS responsibilities landed on me.

My experience as an account manager and relationships with the clients that I developed as a trainer helped me succeed in the role, and push for internal change on our client's behalf. 

I took some time off for an international relocation and to care for my family, and now I'm ready to jump back in and turn your clients into promoters. 

**Recruiters**

My resume used to say Capsula SpA, and I changed it to Capsula LLC. The company was in Chile, and SpA means Sociedad por Acciones, but people thought I had worked at a cucumbers on your eyes spa. So I changed it to LLC because that's the English translation.

taplio

The Battle

Erika Villarreal

Niles Stanley

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