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

Amherst

Senior Director, Business Solutions

Director of Operations

NavigatorCRE

Senior Director, Customer Success/ERPs

NavigatorCRE is a real estate tech startup with a patented cloud platform offering data analytics and visualization for institutional real estate portfolio and asset managers, across all property types, geographies and data sources to streamline decision-making and reduce inefficiency at different stages.

Director, Customer Success/ERPs

Gelbgroup Consulting

Senior Consultant

bkm Capital Partners

Designed scalable implementation and operational strategies
Project Manager for Yardi Voyager, AvidXchange, VTS, Property Capsule, CoStar, NavigatorCRE, and Juniper Square
Designed, project managed, and implemented a variety of multi-disciplinary changes such as: high volume data conversions, environment upgrades, lease administration process changes, annual budgeting process changes, CAM reconciliation efficiencies, and accounting best practices
Responsible for evaluation and recommendation of technology related solutions across the firm

Manager, Business Applications

Yardi

Specializing in large real estate organizations with complex project needs associated with implementation, customization and ongoing support
Providing implementation processes and maintaining a seamless and multidisciplinary support relationship with Tier 1 clients in the Western US

Senior Technical Account Manager, Consulting Practices

Technical Account Manager, Global Solutions

Assoc. Technical Account Manager, Global Solutions

Gatekeeper Systems, Inc.

Responsible for the design of loss prevention technology systems for commercial properties 
Designing with Facility Asset Managers, and Directors of Procurement to implement ideal containment systems that are cost effective and advantageous to the location
Project management: new construction, existing conversions, and location remodels

Loss Prevention & Innovation Technologies

Aluminum Precision Products

Handled production coordination, customer retention, and sales of the premium supplier in the Aerospace & Defense industry
Implemented data analytic solutions via SQL to streamline manual processes performed by front-office/back-office employees 
Created accurate pricing models utilizing AUTOCAD/CATIA for General Dynamics, Boeing, Lockheed Martin, and Raytheon

Hand Forgings Division | Aerospace & Defense

University of Oregon Alumni Association

Packaged and distributed memberships to the University of Oregon's Alumni Association to all graduates, while harvesting gifts and donations from loyal Oregon Alumni
Described each benefit included in the different packages, including Nike employee store access, season tickets for University of Oregon football, and alumni events
Raised awareness and increased sales for the University of Oregon's Alumni Association through indirect marketing strategies and maintaining positive relationships with alumni to ensure their loyalty
Represented the University of Oregon Alumni Association in a spirited way to develop life-long impressions and passion for the University of Oregon

Fundraising Coordinator

Data Fanatic, PropTech Expert, Product Owner, Senior Director @ Amherst

As an experienced technology leader, I bring relentless focus on delivery, adoption, process change and value realization. I harmonize key strengths of contributors with goals of the business and elegantly manage cross functional strategies. 

I am at the forefront of sophisticated technology for mid market to enterprise organizations; I enjoy rolling up my sleeves and digging into the software (especially the data). I have accumulated expertise in maximizing the value of technology, interpreting complex data to make decisions, and thrived in the art of digital transformation. I actively contribute to organizational change management, project management, strategic planning, operational efficiencies, and lean in to data driven decision making. 

I'm passionate about balancing the numbers with qualitative storytelling to drive profit, and close the gap between technology, data, and the end user. 

Prior to joining Amherst, I was overseeing implementation at NavigatorCRE. My key contribution was first GTM product called Cornerstone, and I served as product owner for the flagship set of portfolio analytics.

If I'm not obsessing over innovative technology or wrangling complex datasets, you'll find me on the mats and traveling with a gi in my backpack. 


Sara Rafferty

taplio

The Battle

Erika Villarreal

Sara Rafferty

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