CHARIZA CLAIRE CUANSO
Customer Success | Account Management
- |-| Seville, Spain
www.linkedin.com/in/chariza-claire-cuanso-
Professional Summary
Customer-focused strategist with nearly a decade of experience managing B2B enterprise
relationships, streamlining onboarding processes, and driving operational efficiency across telecom,
SaaS, and service-based industries. Skilled in leveraging CRM platforms like Salesforce,
GoHighLevel, and MyBSS to optimize client journeys, automate workflows, and deliver measurable
results. Recognized for leading cross-functional initiatives that reduced churn, accelerated renewals,
and boosted revenue performance. Adept at navigating complex stakeholder environments, aligning
teams toward shared KPIs, and championing client success at scale. Now transitioning into SaaS
consulting and CRM automation, with a forward-thinking mindset and a proven ability to turn data
into strategy.
Key Achievements
● 249.95% YoY growth achieved through strategic upselling and renewals, earning Account
Manager of the Year (2023).
● Maintained a record-low churn rate of 0.07%, driving loyalty with proactive lifecycle
strategies.
● Managed a portfolio of 50+ B2B accounts, successfully leading contract renewals and
identifying opportunities for upselling and cross-selling to maximize client lifetime value
within a SaaS environment.
Core Competencies
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B2B Relationship Management
Customer Retention & Growth Strategies
Contract Negotiation & Renewals
Client Onboarding & Success Planning
Cross-functional Team Leadership
Data-Driven Decision Making
Upselling & Account Expansion
KPI & SLA Management
Stakeholder Engagement & Communication
Escalation & Issue Resolution
Tools & Technology
CRM & Success Tools: Salesforce, GoHighLevel, Amdocs CRM, HubSpot (basic)
Support & PM: Zendesk, Jira, Google Workspace, Microsoft 365, Zoom
Professional Experience
Globe Telecom Inc.
Baguio City , Philippines
Customer Relationship Manager
07/2021 - 10/2024
● Managed onboarding and lifecycle of 50+ B2B clients, tailoring SaaS product workflows to
match business operations across education, tech, and health sectors.
● Executed proactive adoption strategies to continually increase product engagement,
resulting in a 20% increase in product adoption and expanded multi-product usage, directly
contributing to increased account value and customer loyalty.
● Proactively monitored client health and engagement metrics to identify potential risks and
implement targeted retention strategies, significantly impacting sales pipeline and revenue
stability.
● Directed end-to-end strategic customer implementation projects for Enterprise and SME
accounts, leveraging Jira and collaborating with technical teams to ensure seamless rollouts,
rapid adoption of cloud-based SaaS solutions, and optimal customer success.
● Prioritized customer requests based on urgency and business impact to maintain a 95%
issue resolution rate within defined SLAs, ensuring operational continuity and significantly
reducing potential disruptions for clients.
● Collaborated with pre-sales engineers and cross-functional departments to tailor product
rollouts including APIs, SaaS tools, and cloud-based services aligned with client
go-to-market strategies.
● Optimized customer success processes and communication workflows using Salesforce,
enhancing team KPIs and improving overall service efficiency.
● Served as a trusted advisor by delivering comprehensive product instruction and strategic
guidance, aligning platform capabilities with client go-to-market strategies and achieving a
20% increase in product adoption.
Robinsons Retail Holdings Inc.
Metro Manila , Philippines
Store Supervisor
02/2020 - 06/2021
● Directed daily retail operations, consistently achieving sales targets and enhancing overall
operational efficiency through meticulous oversight.
● Managed over 20 customer inquiries daily, improving service efficiency and strengthening
client relations.
● Provided direct instruction and training to staff on POS systems and transaction processing,
contributing to enhanced sales performance.
● Utilized customer feedback to streamline inquiry processes and optimized team workflows,
significantly increasing service efficiency and improving customer satisfaction.
Quaerito Qualitas Inc.
Baguio City , Philippines
Retail Store Assistant- Team Leader
02/2016 - 11/2019
● Optimized transaction processing workflows, reducing customer wait times by 20% and
ensuring accuracy, directly contributing to operational efficiency.
● Delivered exceptional customer service, contributing to a 25% increase in repeat purchases.
● Designed merchandising displays that increased foot traffic by 20% and boosted sales.
● Trained and mentored new employees and existing staff in POS systems and transaction
processing, significantly improving service delivery consistency by 30% and fostering a
high-performance team culture focused on achieving operational KPIs.
● Optimized transaction processing workflows, reducing customer wait times by 20% and
ensuring accuracy, directly contributing to operational efficiency.
Searchers and Staffers Corp.
Baguio City , Philippines
Customer Care Associate
06/2015 - 01/2016
● Conducted market research to gain customer insights and inform strategies.
● Processed customer requests (refunds, exchanges, transactions) efficiently and accurately,
reducing errors by 25%.
● Ensured strict compliance with customer service standards to uphold brand reputation.
Languages
English (Fluent), Filipino (Native) Spanish (Basic/Conversational – Learning in Progress)
Education
National University-Baguio | Baguio City, Philippines
Bachelor of Business Administration, Marketing Management
06/2010 - 05/2014
