Sara Martinez

Results-driven, trilingual Customer Success, Project Management, and Implementation professional with 7+ years of experience leading SaaS, POS, fintech, payments, and technology initiatives across Canada, the United States, and LATAM. Owns the customer lifecycle from discovery and implementation through go-live, adoption, retention, and expansion. Experienced managing 25-50 concurrent implementations and a portfolio of 60+ customers representing more than $500K in annual revenue.

Recognized for achieving 90% on-time delivery, improving time-to-value by 30%, and sustaining 80-95% customer retention through structured execution, proactive risk management, and trusted client partnerships.

Onboarding Project Specialist / Project & Customer Success Lead - Cluster POS

(2024-01 - 2026-01)

• Led 25-50 concurrent, end-to-end POS implementations across Canada, the US, and LATAM, coordinating discovery, requirements, integrations, configuration, training, go-live, stabilization, and handoff.
• Achieved a 90% on-time implementation rate by establishing clear plans, ownership, milestones, risk controls, and customer communication cadences.
• Managed relationships across a portfolio of 60+ active customers representing $500K+ in annual revenue, aligning adoption plans with each customer's operating priorities and business outcomes.
• Improved implementation efficiency and reduced time-to-value by 30% through standardized documentation, repeatable workflows, clearer handoffs, and proactive milestone management.
• Supported 80-95% customer retention by identifying adoption barriers and churn risks early, coordinating recovery plans, and maintaining transparent communication during high-impact issues.
• Served as the primary point of contact for the Spanish-speaking market, translating operational and technical requirements and coordinating delivery across multilingual stakeholders.
• Partnered with Sales, Product, Engineering, Operations, Support, and customers to resolve complex technical dependencies, payment issues, and escalations while protecting scope and launch timelines.
• Delivered onboarding and technical training for administrators and frontline users; contributed customer insight and content to the development of the client LMS program.

Relationship Manager / Senior Onboarding Specialist - Sekure Payment Experts

(2019-01 - 2024-01)

• Owned onboarding and ongoing relationships for 100+ US merchants across SMB, startup, and mid-market segments, guiding customers from application and underwriting through integration, activation, adoption, and account growth.
• Maintained 95%+ customer retention by building trusted relationships, monitoring account health, resolving issues proactively, and connecting customers with solutions aligned to their business needs.
• Coordinated payment-processing implementations and integrations across Sales, Underwriting, Compliance, Risk, Technical Support, and Operations, ensuring accurate documentation and timely customer activation.
• Managed complex merchant risk, funding, and chargeback situations, including cases exceeding $100K, balancing customer advocacy with compliance requirements and business exposure.
• Identified retention and expansion opportunities through consultative account reviews, product education, and recommendations connected to merchant growth goals.
• Ranked as the organization's #1 installer for multiple consecutive months while managing a high-volume workload and consistently exceeding departmental KPIs.
• Communicated clearly with business owners during urgent or sensitive escalations, establishing expectations, internal ownership, and reliable update cadences through resolution.

Inside Sales Representative - Mediaca

Earlier Career

• Developed foundational consultative selling, customer discovery, and relationship-management skills through high-volume prospect and customer conversations.
• Qualified customer needs, presented appropriate solutions, maintained accurate pipeline records, and supported a consistent customer experience from initial contact through follow-up.

DEP - Professional Sales & Marketing - John F. Kennedy Business Centre