Arturo Aguilar
Customer Success & Customer Experience Manager
Mexico City,CMX
Summary
Account management and customer success specialist with over 10 years of experience driving strategic relationships, business development, and sustainable growth in tech-driven companies. Proven track record leading onboarding processes, training programs, key metric analysis (CSAT, MRR, KPIs), and continuous improvement for SaaS products—while maintaining high client satisfaction and retention. Passionate about deeply understanding client needs to build personalized success plans, uncover expansion opportunities (upselling/cross-selling), and actively contribute to company growth. A natural bridge between product, sales, and support teams with a strong focus on results, long-term relationships, and operational efficiency.
Overview
5
5
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Commercial Senior Adviser
DiDi
08.2018
- - Managed and developed client portfolios.
- - Prepared quotes, coordinated events, handled collections, and direct sales.
- - Digitized contracts and maintained client databases.
Onboarding & Growth Specialist
AgendaPro
03.2024 - Current
- - Proactively managed a B2B client portfolio, identifying needs and designing customized workflows.
- - Measured key KPIs (CSAT, MRR) to assess client success and adjust strategic plans.
- - Led the implementation of POS terminals and team-based commission structures, improving efficiency and satisfaction.
- - Delivered internal (sales, tech support) and external (client) training programs.
- - Provided Tier 2 technical support in collaboration with the development team.
- - Developed scalable onboarding and training materials for various company areas.
Customer Success Specialist
Aurora Inbox
08.2023 - 04.2024
- - Managed the full client lifecycle: prospecting, onboarding, nurturing, and retention.
- - Increased revenue through upselling and cross-selling strategies.
- - Generated performance and usage reports for strategic decision-making.
- - Configured customized SaaS accounts and provided ongoing support.
- - Maintained CRM records and ensured SLA compliance, achieving +85% customer satisfaction.
Back Office / Delivery Supervisor
Nanopay
10.2021 - 04.2023
- - Oversaw operations team and improved service processes.
- - Created procedure manuals and analyzed KPIs/OKRs and budgets.
- - Negotiated with vendors and optimized contract agreements.
- - Compiled data for quarterly reports and built internal databases.
Central Regional Coordinator
DiDi
03.2021 - 03.2022
- - Supervised service centers and regional operations.
- - Validated documents, trained drivers, and analyzed operational metrics.
- - Implemented KPIs and OKRs; led ongoing training across national teams.
Education
Music -
National Institute of Fine Arts (INBA)
01.2012
Skills
Strategic management of B2B accounts
Growth through upselling
Leadership development
Familiarity with CRM and SaaS platforms
CSAT and OKR assessment
Troubleshooting and support skills
Data-informed decision making
Excel data analysis
Certification
Foundations of Customer Success
Timeline
Onboarding & Growth Specialist
AgendaPro
03.2024 - Current
Customer Success Specialist
Aurora Inbox
08.2023 - 04.2024
Back Office / Delivery Supervisor
Nanopay
10.2021 - 04.2023
Central Regional Coordinator
DiDi
03.2021 - 03.2022
Commercial Senior Adviser
DiDi
08.2018
Music -
National Institute of Fine Arts (INBA)