MARIA CHRISTINA SANTOS
Springbig
Pinagbuhatan, Province of Rizal
12
years of professional experience
Results-driven Client Success Professional with over 5 years of experience managing client lifecycles in SaaS environments. Expertise in onboarding, retention, renewals, and account growth. Led strategy calls and business reviews, translating performance data into actionable insights while coordinating cross-functional teams to enhance client experiences.
Work History
Customer Success Manager
6 Months- Owned end-to-end client relationships for a portfolio of retail and loyalty-program accounts, maintaining a 90%+ retention rate through proactive onboarding, same-day response times, and high-touch communication.
- Led weekly client strategy calls and business reviews, using performance data to resolve objections, align stakeholders, and identify growth opportunities.
- Monitored SMS and email campaign dashboards daily to identify performance drops and recommend data-driven improvements, enhancing client confidence and mitigating churn risk.
- Coordinated with marketing and design teams to develop clear campaign briefs and conduct rigorous QA, ensuring 100% on-time delivery across multiple client projects.
- Built and optimized automated lifecycle messaging flows, including win-back, post-purchase, and re-engagement journeys, to increase engagement and surface expansion opportunities.
- Managed multiple accounts and met deadlines through SOP-driven workflows in a fast-paced, entrepreneurial environment.
Channel Renewals Manager
5 Years- Consistently achieved and exceeded retention and revenue-based quotas in a competitive, fast-paced SaaS environment.
- Collaborated with cross-functional teams to identify churn risks early, manage stakeholder expectations, and implement proactive solutions that maintained account health.
- Negotiated contract terms and facilitated onboarding for renewed or upgraded accounts, ensuring seamless continuity of client experience.
- Utilized Salesforce and CLARI for forecasting, lead enrichment, and account health tracking, translating data into effective account growth strategies.
- Used Salesforce and CLARI for forecasting, lead enrichment, and account health tracking, translating data into account growth strategies.
Renewals Manager
2 Years- Managed a high-volume SaaS renewal pipeline, partnering with account executives to drive retention and identify upsell and expansion opportunities.
- Re-engaged lapsed accounts through proactive outreach using consultative, relationship-focused strategies to restore trust.
- Tracked deals and forecasted outcomes in Salesforce CRM to enable informed account planning.
Customer Service Representative
2 Years- Provided proactive, customer-focused support for banking and credit card products, resolving inquiries and escalations to uphold high satisfaction ratings.
- Resolved customer inquiries using Wells Fargo's CRM system, enhancing service efficiency.
- Assisted customers in navigating online banking platforms, improving user experience and satisfaction.
- Conducted thorough account reviews to ensure compliance with regulatory standards and internal policies.
Education
Bachelor of Political Science
Skills
Client retention
Client strategy
Onboarding & Kick-Off Facilitation
Objection handling
Contract Negotiation
Stakeholder coordination
Revenue forecasting
Issue resolution
Sales renewals
Contract Management
Customer support
Customer relationship management
Client management
Administrative reporting
Personal Information
- Title: CLIENT SUCCESS MANAGER | CLIENT RETENTION, ONBOARDING & ACCOUNT GROWTH
- Work Permit: Open to Fully Remote / Independent Contractor Opportunities
Timeline
Customer Success Manager
Springbig
01.2026 - 07.2026Read More
Channel Renewals Manager
Zoom
01.2020 - 01.2025Read More
Renewals Manager
ServiceSource International Philippines Inc.
01.2018 - 01.2020Read More
Customer Service Representative
Wells Fargo
01.2015 - 01.2017Read More
Rizal Technological University
Bachelor of Political Science
Read More