Nasdaq

Responsible for helping clients learn, navigate and fully leverage the Nasdaq Trade Surveillance solution (formerly known as SMARTS) to enhance their compliance programs, deliver a strong trade surveillance program and achieve desired business goals.
•	Launched the CSM program for Nasdaq Trade Surveillance (NTS) leading to 11% increase in product adoption (over 18 months) for enterprise customers valued at $41M ARR.
•	Created and launched NTS Academy (library of 18 short videos of complex product features) which resulted in 15% increase in user-adoption within the first 12 months.
•	Led 2 critical migration projects (AWS and OKTA SSO) targeting Tier 2/3 customers resulting in a completed implementation 3 months ahead of schedule. 
•	Leveraged Salesforce ARR data to create segmentation analysis for 200+ NTS customers that uncovered 6-figure upsell/cross-sell opportunities and aligned GTM strategies across Sales & Marketing teams.
•	Managed 5+ mid-market and enterprise accounts valued at $7M in ARR moving customers through implementation to advocacy.
•	Developed Customer Health Index (CHI) for 200+ NTS customers to identify churn risks, plan engagement strategy, and partner with Sales to proactively prepare for renewal process.
•	Created an 8-step Customer Success roadmap for 200+ NTS accounts including an in-depth segmentation analysis, 3 customer journeys, impact/benefit analysis of 32 projects, and 12-month project scheduler.
•	Identified and converted 3 upsell opportunities valued at $250k+ ARR within the first 12 months of engagement.
•	Authored 23 playbooks for revised customer journeys which were adopted as the GTM strategy by the CSM (5) and Account Management (12) teams.

Customer Success - Strategy & Growth

RevGenius

RevWomen Roundtables bring together professional women in the Tech space who are looking to learn, upskill, support and build a community to empower other women. We discuss a variety of topics at our bi-weekly meetings with a focus on growth, advocacy and action.

The roundtables are sponsored by RevGenius which is a community of revenue-generating sales, marketing, customer success and revops professionals brought together to learn, share, support, and grow with each other.

Host - RevWomen Roundtables

Spire

Spire is a satellite-based data company that provides insights for the maritime, weather, aviation and space sectors.

•	Managed 30+ mid-market and enterprise accounts valued at $7M in ARR including existing customers and new business opportunities in the supply chain, logistics and energy sectors.
•	Collaborated with Product & Marketing teams to develop GTM strategy for Finance and Insurance Analytics tool resulting in 8 demo requests and a new lead that converted to $210k ARR in the first 3 months.
•	Leveraged Hubspot to develop and implement a GTM strategy targeting the logistics sector that resulted in 12% response rate and 9 new leads.

East Coast & LatAm Sales Manager - Maritime

Refinitiv

Refinitiv is a global provider of financial market data and infrastructure that was sold to London Stock Exchange Group in January 2021 and is now a subsidiary of LSEG.

•	Managed 60+ mid-market and enterprise accounts valued at $21M in ARR from existing customers and new business opportunities in the finance, legal, commodity, and energy sectors.
•	Leveraged Salesforce ARR data to uncover 2 upsell opportunities with Consulting firms resulting in $350k+ ARR and 7% increase in revenue YOY.
•	Leveraged Salesforce and Tableau to research and launch an outbound campaign targeting law firms that resulted in 9% response rates and converted to $105k+ ARR in new business.

New Business Sales Executive - Corporates

IHS Markit

IHS Markit is a supplier of in-depth data, analysis and news for maritime, trade and supply chain which merged with S&P Global in 2022.

•	Managed 50+ mid-market and enterprise accounts valued at $10M in ARR from existing customers and new business opportunities in the logistics, supply chain, commodity, and energy sectors.
•	Leveraged Salesforce ARR data to uncover upsell opportunities with Commodities firms resulting in 2 contracts valued at $325k+ ARR in new business.

Business Development Executive - Maritime & Trade

Markets Group LLC.

•	Marketed and sold sponsorship positions for institutional and private wealth investor forums in Latam and Canada involving government personnel, pension funds, asset managers, family offices, wealth managers, regulatory and advisory organizations.
•	Achieved Top 5 sales status for sponsorship team with results that met or exceeded monthly sales goal of $30,000.
•	Produced and launched 4 new institutional and private wealth investor forums in Latam and Canada over 3-year timeframe.
•	Trained 4 junior team members on how to leverage SPIN selling techniques resulting in a 10% increase in sponsorships over 2-year timeframe.

Sponsorship Sales Director - Institutional Clients

IQPC

•	Marketed and sold sponsorship positions for a portfolio of defense, energy, and healthcare forums in the US, EMEA and Canada that involved government agencies, defense contractors and military personnel.
•	Achieved Top 3 sales status with results that exceeded sales goals by 10% on a consistent, monthly basis.
•	Developed a comprehensive market research strategy and launched digital campaigns resulting in 5% of increased views by government and defense contractors in US and EMEA.
•	Fully certified in company-sponsored, SPIN selling course to develop business development plans for the US, EMEA and Canadian markets.

Sponsorship Sales & Marketing Manager - Govt. & Defense

Wells Fargo

•	Managed marketing initiatives and closed sales for interest rate derivatives team of a 6-state, $18M sales territory covering Commercial Real Estate customers on the East Coast.
•	Established relationships with C level clients and new prospects of the bank to negotiate and execute derivatives contracts for commercial real estate loans.
•	Identified new business opportunities by collaborating with colleagues within the Commercial Real Estate sector resulting in business uptick of 5% - 25% over 4 years.
•	Structured deals, negotiated contracts, executed trades, managed accounts, worked closely with internal and external contacts.

Derivative Sales & Marketing Manager - Commercial RE

KeyBank

•	Managed marketing and sales process for interest rate derivatives team of a 7-state, $5MM territory for commercial bank customers on the West Coast.
•	Established and grew relationships for Real Estate, Large Corporate, Middle Market and Business Banking prospects resulting in 5% revenue growth within the first 18 months.
•	Structured deals, negotiated contracts, executed transactions, managed accounts and collaborated with internal and external customers.
•	Devised and implemented targeted marketing campaigns based on changing market conditions.

Derivative Sales & Marketing Manager - Commercial

Top 25 Customer Success Influencer 2023 | Fintech Business Strategist | Customer Success Leader | Women in Tech Advocate

I'm a SaaS professional with extensive experience across both sides of the customer journey. I've used my expertise to develop and launch GTM strategies as well as scaling teams for the post-sale motion. 

I've garnered impactful results by partnering with customers and collaborating with internal peers to ensure alignment and deliver results. My long-term goals are always focused on providing customers with a voice, support, and guidance to be successful with my solutions.

Outside of work, I'm an avid traveler, long-term yoga practitioner and love to experience other cultures. This has led to opportunities to live and work in the UK, France and across Latam and has given me a unique perspective of business culture across multiple regions.

I'm a strong believer in community-led growth which is why I'm part of CxXchange, CS Middle East, Latinos in Success, and RevGenius.

CORE COMPETENCIES: 
•	Customer Success Thought Leader
•	Trusted Relationship Manager & Advocate
•	Strategic Business Advisor & Partner
•	Collaborative Problem Solver
•	Multi-Channel Networker & Connector

INDUSTRY EXPERTISE:
•	SaaS Solutions
•	Compliance/Trade Surveillance
•	AML & KYC Strategies
•	Fixed Income Trading & Derivative Instruments
•	Financial Market Research
•	Institutional Investors (US/Latam)
•	Maritime Solutions (AIS & Global Trade Flows)
•	Defense Sector (US/EMEA)

TECH STACK:
•	LinkedIn Sales Navigator
•	Salesforce
•	Hubspot
•	Jira
•	Figma
•	Confluence
•	Power BI
•	Tableau
•	Qualtrics
•	Wiki
•	Splunk
•	Calypso
•	Refinitiv Eikon/Workspace
•	Bloomberg Terminal
•	Canva
•	Camtasia
•	ZoomInfo
•	Vidyard
•	Slack
•	Zoom
•	Microsoft Teams

These are my people!

Yep, last night the local CS players came together for a year-end meet up!

THIS is my happy place. 

Talking to peers who are:

Starting new roles
Spearheading interesting projects
Launching their own business
Sharing thought leadership locally and globally

It reminds me of why it’s important to surround yourself with people who elevate your mindset and goals. 

Thank you my friends for inspiring me to be better and to always reach higher. 

Cuz if you know me, you know that status quo will never do. 

Just sayin…

#customersuccess #community #saas #tech

Cinthia Silva

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I love geeking out on strategies that elevate Customer Success.

Which is why I was stoked to be part of yesterday’s Mastermind panel from SuccessHACKER.

The conversation was all about helping CSMs become strategic partners to their clients (and ultimately growth drivers at their companies).

Some takeaways from the session? 

🛑  It’s time to officially retire the term “check-in” (and perhaps replace it with strategic checkpoint?)

💡 The power of the “send later” feature on email – freeing up CSM’s time and helping manage customer expectations.

📅 You don't have to say YES to every internal meeting - protect your calendar and time block time for "deep work" 

📊 Align value to measurable customer business outcomes (hint: value looks different to every customer).

🤝  Develop cross-functional alignment(across Sales, Product, Support, and Marketing to ensure a seamless customer journey.

I left the conversation inspired and grateful for the chance to share ideas with other leaders dedicated to moving our industry forward.

Special thanks to Andrew Marks, Chad Horenfeldt 📕, and Patrice Sawchuk for a spirited debate!

Looking forward to the next time!

Just sayin…

#customersuccess #community #tech #saas

Happy Thanksgiving CS Peeps!

This is one of my favorite holidays 🦃

I love the family meals and the 5k Turkey Trot in Flemington!

Yep, it’s my annual tradition and it makes me feel less guilty for gorging later on - lol. 

But I’m also grateful for a wonderful community event, fantastic weather (it was a balmy, 40 degrees) and for finishing at 33:49. 

Any race under 35 minutes is a win for me so it doesn’t get better than this!

Which is why I give myself permission to have extra gravy and a big slice of pumpkin pie!

What about you?

What’s your Thanksgicing happy place!

Just sayin…

#thanksgiving #customersuccess #saas #community #network

I gotta be honest, I usually dread getting mail. 

It’s usually a bill or jury summons or some other unpleasant surprise. 

But my frown is quickly turned upside down when I see mail from a friend. 

Hail the power of the personal note. 

In these modern times, it’s rare to write one or receive one.

Which is why it’s so refreshing when it happens. 

And why I was so pleased to get a note from Erdem Gelal along with a lovely pair of Flowla socks. 

It really brightened my day! 

It seems like a small thing but in my book the little things are what matter the most!

Just sayin…

#tech #saas #customersuccess #network

In Customer Success, TIME is your most valuable currency.

So CSMs should guard it well and spend it where you can have the biggest impact on your customers.

Looking for tips on how to make that happen?

As it happens, I’m joining tomorrow’s panel from SuccessHACKER with Chad Horenfeldt 📕, Patrice Sawchuk, and Andrew Marks.

We’re going to take a deep dive into the “do’s” and “don’t’s” of strategic engagement in Customer Success. 

Even better, we’ll be sharing real world examples of what’s worked and hasn’t worked for us and of course, how to leverage AI.

Cuz the biggest trap?

Thinking that ticking boxes matters more than ensuring positive outcomes for your customers.

Ready to make strategic prioritization your superpower?

Then join the conversation!

Just sayin…

#csms #community #network #saas #tech

One of the areas that I intently focus on is sharing ideas and learning from peers.

Which is why I'm stoked to be included in Flowla’s 2025 Sales Almanac.

It’s an honor to share my ideas but I’m also happy to be exposed to other voices in the GTM realm.

It helps me expand my network (intentionally) and get different perspectives and points of view from global players in tech.

Our space is evolving fast so learning how others are managing these changes helps me process how I can use new tactics and technology in my sphere.

And for those CS pros struggling to build internal partnerships?

This type of resource helps you broaden the content you read, learn how your peers “win” and shows you how to help them get there.

And one promise I can make.

If you bring value to someone (friend or peer), they will FIND a way to bring value to you.

Just sayin…

#gtm #customersuccess #community #tech #network

“What’s your background?”

I’ve heard that line many times over the course of my career. 

Most of the time it’s an innocuous statement but other times it feels like a dare. 

Usually folks want to know:

1) How I react to their question

2) How I see myself

3) If I have the right pedigree (backgrounds just like theirs)

4) If I’ve worked at companies they consider worthy

5) What brought me to this interaction

Being a woman in finance, tech, and fintech, I tend to work in male-dominated spaces so this question often feels like a dare. 

So how do I respond?

👉 I’m happy to share highlights of my career but they can check LinkedIn if they want to see my CV. 

👉 I don’t shy away from my company selections and career choices cuz even the smallest companies brought me great learning experiences. 

👉 I ask the same question with genuine curiosity and the goal of understanding them on a deeper level. 

Maybe I’m overthinking what seems like a basic question. 

But I make no apologies for guarding my self-worth and owning my choices. 

Just sayin…

#csms #tech #saas #network #mindset

What skills do CS pros need to cultivate to develop strong customer relationships?

There are several but one unsung hero?

Situational fluency

Why? Because it’s the key to managing difficult customer interactions. 

It’s also a skill that is typically developed through experience (aka, making mistakes). 

Yep, the best lessons are often learned in real-time and it’s not always pretty. 

But it’s also a powerful tool to learn how to think on your feet, pivot, and prevent conversations from going off the rails. 

The fact is that no matter how good your relationship is with a customer, there will be moments when:

😕Customers are upset about an issue

🤨 Customers ask a provocative question 

☄️You get blindsided by a decision

👉You have to explain yourself (aka, friction points in the customer journey)

So if you want to fast track that learning?

Partner with more experienced peers on customer calls. 

It’s amazing how much you can pick up by watching and learning from someone with more experience. 

How will you respond?

There are no finite tactics that will work in every situation. 

It’s all about keeping cool, thinking on your feet, setting action items, DOING WHAT YOU SAID YOU WOULD DO. 

This last one seems obvious but often forgotten. 

But guess what?

Your customer never forgets. 

Just sayin…

#customersuccess #csms #saas #community #network

Can’t wait for the AI Summit happening next week in NYC!

The innovations across AI seems to be happening weekly, daily, and hourly.

And I'm always keen to connect with leaders who are shaping the future.

Events like this are the ideal opportunity to other operators, innovators, and CS leaders pushing the boundaries of what’s possible.

I’m especially stoked to learn about innovations that are elevating CS through improved and scalable customer experiences.

So if you're attending, drop a comment below.

I’d love to connect IRL!

Just sayin…

#TheAISummit #tech #community #ai #customersuccess

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