Customer Success Manager · Málaga · open to remote roles

Customers stay when someone actually looks after them.

I'm a CSM at Landbot with eight years facing customers — support, then sales, now success. I own 70–100 accounts from SMB to enterprise, run their renewals, and when a customer needs something the product doesn't do, I build it.

+25% retention · −15% time-to-value · +20% early engagement — after I rebuilt onboarding.

Let's talk

Work customers kept

What the customer needed, what I did, what changed.

Retention · Landbot

Rebuilt onboarding around what customers actually do

Onboarding depended on whoever ran it, and most churn risk showed up in the first 30 days. I rebuilt it as milestones tied to product actions, not calendar days, with automatic outreach when someone stalls. It became the team standard.

Integration · in production

Put WhatsApp conversations inside Pipedrive

Customers sell in Pipedrive and talk to buyers on WhatsApp through Landbot. I built a Pipedrive app that brings those conversations into their Pipedrive inbox, so sales teams answer from where they already work.

AI agent · in production

Stopped an AI agent from inventing prices

A boat-charter customer's agent made up boats and quotes. I moved the pricing into code the agent calls, so the price can't be invented, and cut its knowledge base from 77k to 21k characters.

Renewals · whole book

Took my book through Meta's WhatsApp price change

When Meta started charging for service messages, every customer's budget broke at once. I modelled the impact per account before the first invoice, walked high-exposure accounts through it, and renegotiated where the new cost broke the deal. No at-risk account left.

  • A Landbot ↔ Zendesk relay so one customer's agents answer WhatsApp from Zendesk — in production.
  • Rescued a lead-qualification bot sales had stopped trusting: ~40% more qualified leads the next month.
  • Turned a six-month stalled account into a renewal by restarting with its simplest flow.
  • Repaired and migrated a customer's bot through the Landbot API with scripts, instead of rebuilding it by hand.
  • A browser-based CSV importer that loads contacts into Landbot without the data touching a server.
  • Meeting notes from Fathom into Pipedrive automatically (n8n), and a scheduler that sends WhatsApp follow-ups through Landbot templates at the right time.
  • BotPulse: bot analytics Landbot's dashboard doesn't show — containment, hand-off, drop-off. Prototype.

How I work with technology

Technical enough to talk to Engineering and to fix things myself. I build with AI: I read and review the code; AI writes most of it.

AI in daily work

Claude, ChatGPT, Claude Code, Codex and Cursor. AI agents and prompts running in production.

Integrations & APIs

REST APIs, webhooks and OAuth. WhatsApp Business Platform, Pipedrive, Zendesk, Landbot.

Shipping

GitHub, GitLab, Vercel, Cloudflare (Workers, D1) and Supabase.

Automation & data

n8n, Zapier and Make. Amplitude and Metabase; SQL with AI.

On my own time: a personal-finance app with bank sync, a running log on the Garmin API, and a study tracker for my pilot licence.

Experience

  1. May 2025 – present

    Customer Success Manager

    Landbot

    • Own a book of 70–100 accounts across SMB, mid-market and enterprise — onboarding, adoption, renewals and expansion.
    • Redesigned onboarding from scratch as a milestone-based playbook with automated triggers — +20% engagement, −15% time-to-value, +25% retention; adopted as the team standard.
    • Run renewals end-to-end, including the commercial conversation, and identify and close upsell and expansion within my book.
    • Track account health from usage signals (Amplitude) to catch risk before it becomes churn and act on it early.
    • Design and configure the AI agents customers run in production: conversation flows, deterministic routing and structured data capture that holds up beyond a demo.
    • Hands-on with the WhatsApp Business Platform — templates, opt-in, the 24-hour window — and API/webhook integrations into customer CRMs.
    • Partner with Product and Engineering to close the feedback → roadmap loop; own escalations and executive relationships for key accounts.

  2. Apr 2024 – May 2025

    Senior Sales Development Representative

    Landbot

    • Promoted to Senior SDR after driving consistent pipeline growth through inbound qualification.
    • Ran high-volume commercial conversations daily — discovery, qualification and objection handling.
    • Built the qualification documentation and call guides used to onboard new SDRs.

  3. Jul 2022 – Apr 2024

    Sales Development Representative

    Landbot

    • Engaged and qualified inbound leads across email, Intercom, and calls.
    • Managed handoffs to Account Executives for promising prospects.
    • Collaborated with Marketing to refine lead generation based on qualification patterns.

  4. Oct 2020 – Dec 2021

    Manager, Customer Support Department

    Autosol S.C.A.

    • Led a team of 8–12 support agents (seasonal): hiring, scheduling, task allocation and performance.
    • Built the team's training materials and escalation workflows from scratch.
    • Ran regular videoconferences with key clients and suppliers to maintain satisfaction and resolve issues.
    • Achieved the highest customer satisfaction scores in the company during tenure.

  5. Apr 2018 – Oct 2020

    Customer Support Agent

    Autosol S.C.A.

    • Handled customer interactions via live chat, phone, and email.
    • Managed ticketing system — documented requests and escalated to relevant teams.
    • Contributed to improved service quality through complaint resolution.

Languages: Spanish (native), English (C2), French (A2).

Strengths: Onboarding and activation, renewals and expansion, account health, playbooks and process design, escalations, team leadership.

Let's talk

Open to full-time Customer Success roles — remote or Málaga.

its@raulgarciap.comLinkedIn