Anna Castrillo
Customer Success Manager
Paranaque City,RIZ
Summary
Customer Success Manager with 15+ years of experience in customer-facing, sales, training, and quality roles. Skilled at building trust, driving adoption, and ensuring long-term retention by aligning client needs with strategic solutions. Proven track record in managing SMB to enterprise accounts, reducing churn, and driving Net Revenue Retention (NRR). Adept at fostering strong relationships, leading onboarding programs, and delivering measurable business growth.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
PrepWizard
06.2023 - 12.2024
- Owned the end-to-end client journey from onboarding through retention.
- Delivered client training and enablement programs to ensure long-term success.
- Monitored account health, identified risks, and implemented churn-prevention strategies.
- Resolved escalations with quick, effective solutions to maintain strong customer trust.
- Fully Remote, B2B
Customer Success Manager
Remote Philippines Inc.
06.2023 - 12.2023
- Led onboarding and long-term relationship management for diverse clients.
- Drove adoption through upsell campaigns, feature education, and tailored solutions.
- Monitored customer health metrics, preventing churn and managing escalations.
- Acted as a trusted advisor, offering best practices and product insights to clients.
- Fully Remote, B2B
Customer Success Manager
Hubstaff
12.2021 - 01.2023
- Managed SMB to enterprise clients (250–300 organizations), ensuring quality experience.
- Identified client pain points and delivered timely solutions to drive satisfaction.
- Partnered cross-functionally with Sales, Support, and Product teams to resolve issues.
- Maintained key performance metrics including Upsell, Expansion, Retention, and NRR.
- Fully Remote, B2B
Client Onboarding and Retention Specialist
Workstream
06.2021 - 11.2021
- Designed and implemented structured onboarding programs for SMB clients.
- Owned account implementations, ensuring adoption and customer success.
- Managed escalations, developed retention strategies, and reduced churn.
- Acted as a trusted advisor by aligning product capabilities with client business goals.
- Fully Remote, B2B
Education
Bachelor of Arts - Broadcasting
Lyceum of The Philippines University
Metro Manila, Philippines 04.2001 -
Skills
Customer Relationship Management
Account Management and Retention Strategies
Onboarding and Data Analysis
Cross-functional Coordination
Training and Development
Strategic Planning
Professional Summary
14 years of experience in Customer and Account Management, with strong background in Sales, Training, and Quality.
Timeline
Customer Success Manager
PrepWizard
06.2023 - 12.2024
Customer Success Manager
Remote Philippines Inc.
06.2023 - 12.2023
Customer Success Manager
Hubstaff
12.2021 - 01.2023
Client Onboarding and Retention Specialist
Workstream
06.2021 - 11.2021
Bachelor of Arts - Broadcasting
Lyceum of The Philippines University
04.2001 -
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