Salesforce
Margareth Claire Espero
STRATEGIC ACCOUNT MANAGER
Metro Manila
Summary
Strategic and results-driven Account Manager, Customer Success Leader, and Program Operations Manager with 15+ years of experience across SaaS, healthcare, Fin Tech, and logistics. Proven track record in driving retention, renewals, and net revenue growth for 70+ B2B client portfolios. Expert in developing and executing customer success strategies, enabling product adoption, and delivering tailored account plans that strengthen partnerships. Recognized for combining strategic vision with hands-on execution, providing proactive, high-touch support that consistently achieves business goals. Strong communicator, negotiator, and problem-solver, thriving in remote-first environments that demand collaboration, adaptability, and scale.
Overview
15
15
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Strategic Account Manager, Aurora Process Solutions
Brighta Group
04.2025 - 10.2025
- Driving client growth and marketing efficiency through structured execution and strategic insight
- As a Strategic Account Manager, I bridge client goals with execution, overseeing marketing operations, campaign delivery, and cross-functional coordination to ensure performance and retention.
- Manage $30K–$50K in monthly recurring spend across AU/NZ clients, leading WIP meetings, identifying business needs, and driving actionable solutions.
- Translate client insights into clear project briefs, timelines, and deliverables using tools like ClickUp, ensuring teams stay aligned and deadlines are met.
- Skilled in SEO, SEM, and Paid Social strategy, with a focus on improving workflows and marketing impact.
- Strong communicator adept at handling escalations, tracking sentiment, and maintaining visibility across internal and client teams.
- Continuously optimize processes and SOPs while leveraging AI tools to enhance team output and efficiency.
- I bring a mix of operational discipline, marketing know-how, and relationship management to help clients scale with confidence.
- Monitored sales performance metrics to achieve strategic account objectives.
- Enhanced client relationships by consistently delivering strategic insights and tailored solutions.
Strategic Account Manager, Healthcare Partnerships
Clipboard Health
01.2024 - Current
- Own end-to-end success for 70+ long-term care and hospital clients, ensuring account profitability and 200%+ growth margin through pricing, volume, and strategic support.
- Proactively design and execute tailored client success plans, aligned with expansion, retention, and renewal goals.
- Serve as a white-glove liaison for clinical and admin teams, driving engagement via onboarding, issue resolution, and platform optimization.
- Deliver weekly executive reports outlining shift fill rate, revenue trends, churn risk, and strategic recommendations.
- Influence product roadmap by consolidating client feedback and collaborating with cross-function teams.
- Built credibility and trust to influence client's buying decisions.
- Created demand by matching business problems to product and service solutions.
- Increased profitability and lifetime customer value by coordinating go-to-market strategy, implementation and post-sales service experience.
Executive Assistant & Marketing Operations / Project Manager
Push Analytics
11.2021 - 05.2025
- With over a decade of experience in executive support, project coordination, and client-facing roles, I bring a strong foundation in streamlining operations, managing cross-functional initiatives, and driving marketing effectiveness.
- I've led the operational side of marketing campaigns across tools like HubSpot, CMS platforms, and CRMs, helping teams turn strategy into execution without losing momentum.
- I bridge communication gaps across teams — whether coordinating between vendors and marketing, building onboarding and SOP documentation, or translating tech needs into business impact.
- I've managed data cleanups, platform transitions, and automation builds that helped reduce manual work, improve lead flow, and make performance easier to track.
- Known for being resourceful and tech-forward, I enjoy exploring and piloting new tools that simplify complexity and boost team productivity.
- As an executive assistant, I've supported leadership with everything from performance dashboards to strategic planning, while also keeping a pulse on team workflows and priorities.
- I'm equally comfortable in the weeds of implementation and in higher-level conversations around process improvement and operational visibility.
Head of Customer Success & Operations
Last-Mile Delivery (Canada)
11.2023 - 05.2024
- Spearheaded national strategy for scaling delivery operations; increased daily package throughput from 3K to 90K while improving SLA compliance.
- Developed client expansion strategies, onboarding flows, and dispatch optimization SOPs — directly contributing to major contract wins.
- Acted as point-of-escalation and client strategist for high-volume B2B logistics partners.
- Generated audit and compliance insights, improving internal workflows and customer satisfaction NPS.
- Negotiated contracts with vendors to secure favorable terms for the company, optimizing resources and budget allocation.
- Analyzed performance metrics to identify areas of improvement, leading to strategic initiatives that enhanced overall customer experience.
Customer Success Manager - Commercial & Enterprise
Workstream
01.2023 - 01.2024
- Managed 20+ SaaS / Brand Accounts with >$1M ARR, focusing on retention, renewals, and expansion.
- Led strategic onboarding, quarterly business reviews (QBRs), and product education initiatives.
- Created lifecycle playbooks and content (webinars, guides) to improve product adoption.
- Partnered with Sales to identify upsell opportunities and reduce churn risk based on usage patterns.
- Maintained detailed account health tracking and CSAT reporting via Salesforce and Outreach.
Program Manager / Project Success Manager
Upwork Enterprise
01.2019 - 01.2022
- Managed high-value accounts from Fortune 1000 companies, ensuring delivery, compliance, and stakeholder alignment.
- Scoped and coordinated end-to-end project lifecycles, optimizing hiring pipelines and team fulfillment.
- Delivered account insights and success dashboards, aligning efforts with client KPIs and ROI goals.
- Co-led initiatives to improve net retention through proactive re-scoping and value communication.
Recruitment Manager - APAC
AdRoute Pty
01.2018 - 01.2019
- Led full-cycle recruiting and team strategy for digital marketing hires across Southeast Asia and ANZ.
- Implemented data-driven sourcing and ATS strategies to improve cost-per-hire and time-to-fill metrics.
- Supported internal capability scaling during rapid expansion phases.
- Develop and maintain strong relationships with partners, agencies, and vendors to support marketing initiatives.
Customer First Champion
Early Career Roles
01.2011 - 01.2017
- Various roles in recruitment, HR coordination, customer service, and team support with MarkTwo Consulting, Camp Australia, Greenlight Asia, Telstra, and AT&T. Built foundational expertise in candidate/client communication, back-office processes, and service excellence.
- Elevated capabilities and testing and leveraged best practices and new developments that enhanced customer experiences.
- Championed continuous improvement efforts within the department, driving process enhancements that resulted in increased efficiencies and reduced costs.
- Streamlined customer service processes for increased efficiency and faster response times.
Education
La Consolacion College
Caloocan City, Metro Manila 05.2001 -
Skills
- Account Management (Enterprise & Mid-Market)
- Net Revenue Retention (NRR) & Growth Strategy
- Customer Success Planning & Product Adoption
- Expansion, Renewals & Upselling
- KPI & Health Tracking (Salesforce, Metabase)
- Project & Program Management
- Process Optimization & Automation
- Executive & Client Communication
- Sales & Pricing Strategy
- Customer Engagement & Retention
- Team Leadership & Collaboration
- Problem-Solving & Decision-Making
Certification
Expert-Vetted Project Manager – Upwork (Top 1%)
Accomplishments
- Grew and managed 120+ healthcare facility accounts, securing 20%+ gross margins through pricing strategy, volume growth, and client support.
- Scaled last-mile delivery operations in Canada from 3K to 90K daily packages, driving SLA compliance and enabling major contract wins.
- Oversaw $30K–$50K MRR across AU/NZ clients, aligning marketing execution with retention and growth goals.
- Managed 20+ SaaS/brand accounts with $1M+ ARR, achieving consistent renewals, expansions, and improved adoption rates.
- Designed and led client success plans, QBRs, and onboarding programs, boosting engagement and reducing churn.
- Delivered executive-level reporting on revenue trends, churn risks, and growth opportunities for C-suite stakeholders.
- Implemented automation and SOP frameworks that reduced manual work, improved lead flow, and increased delivery speed.
Software
Metabase
Zendesk
HubSpot
ClickUp, Notion, Google Workspace, Slack, Zoom
AI Tools
Timeline
Strategic Account Manager, Aurora Process Solutions
Brighta Group
04.2025 - 10.2025
Strategic Account Manager, Healthcare Partnerships
Clipboard Health
01.2024 - Current
Head of Customer Success & Operations
Last-Mile Delivery (Canada)
11.2023 - 05.2024
Customer Success Manager - Commercial & Enterprise
Workstream
01.2023 - 01.2024
Executive Assistant & Marketing Operations / Project Manager
Push Analytics
11.2021 - 05.2025
Program Manager / Project Success Manager
Upwork Enterprise
01.2019 - 01.2022
Recruitment Manager - APAC
AdRoute Pty
01.2018 - 01.2019
Customer First Champion
Early Career Roles
01.2011 - 01.2017
La Consolacion College
05.2001 -
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