Carlos Ramos

MBA-educated Customer Success and International Business Professional with 10+ years of experience supporting global customers across North America, LATAM, and international markets. Proven ability to build trusted relationships with C-level stakeholders, engineering teams, distributors, and strategic accounts while driving customer satisfaction, retention, and business growth. Recognized for exceeding performance goals, earning multiple sales and service awards, and delivering exceptional customer experiences through proactive communication, consultative problem-solving, and cross-functional collaboration.

Experienced in customer relationship management, account support, KPI analysis, project coordination, international logistics, and business operations. Known as a bilingual, customer-focused professional who thrives in fast-paced environments, manages competing priorities effectively, and consistently delivers results.

Native

Spanish speaker, fluent in English. MBA and BBA in Marketing. U.S. Citizen with a valid U.S. Passport and available for up to 50% travel.

Senior Customer Success Manager - CARM Marketing LLC - Clearwater, FL

(2021-01)

• Onboarded and managed 200+ enterprise SaaS accounts across Latin America, delivering tailored success plans and bilingual cybersecurity awareness training, reducing time-to-value by 35%. Salesforce, Totango, Gainsight, Hubspot, Zendesk
• Served as Voice of the Customer by partnering with C-level executives and procurement teams to align cybersecurity programs with risk management frameworks and compliance standards (EN/ES). SalesLoft, Microsoft Dynamics
• Proactively monitored customer health using Gainsight, delivering targeted education and resources to drive adoption, mitigate churn, and generate $700K+ in expansion revenue.
• Supported sales in closing enterprise SaaS deals valued up to $300K through consultative onboarding, product configuration, and ongoing training to ensure effective utilization.
• Established trusted relationships with key stakeholders via regular check-ins and comprehensive onboarding processes, resulting in 30% retention growth and enhanced customer loyalty.
• Delivered business consulting and digital marketing solutions including website creation, UX design, SEO optimization, paid advertising, social media management, CRM administration, SaaS implementation, and AI-powered automation tools to improve lead generation, customer retention, and overall business performance.
• Managed a portfolio of 40+ client accounts, generating $400K–$600K in new revenue, while improving lead conversion by 20–30% through proactive adoption programs.
• Designed and delivered onboarding and adoption programs using Go High Level, Twilio, Salesforce, and Adobe Creative Cloud to accelerate product utilization and engagement.
• Led strategic multi-channel communication campaigns (SMS, email, Google Business, websites), driving customer engagement, retention, and 25% efficiency gains via cross-functional collaboration with creative, product, and development teams.
• Served as the primary client consultant, conducting executive presentations, clarifying requirements, and delivering actionable recommendations to align solutions with client goals.
• Implemented Salesforce CRM to track customer health, interactions, and feedback, enabling personalized engagement, improved retention, and sustained account growth.

SMB/Enterprise Customer Success Manager - KnowBe4 Cybersecurity - Clearwater Beach, FL

(2019-01 - 2021-12)

• Onboarded and managed 200+ enterprise SaaS accounts across Latin America, delivering tailored success plans and bilingual cybersecurity awareness training, reducing time-to-value by 35%. Salesforce, Totango, Gainsight, Hubspot, Zendesk
• Served as Voice of the Customer by partnering with C-level executives and procurement teams to align cybersecurity programs with risk management frameworks and compliance standards (EN/ES). SalesLoft, Microsoft Dynamics
• Proactively monitored customer health using Gainsight, delivering targeted education and resources to drive adoption, mitigate churn, and generate $700K+ in expansion revenue.
• Supported sales in closing enterprise SaaS deals valued up to $300K through consultative onboarding, product configuration, and ongoing training to ensure effective utilization.
• Established trusted relationships with key stakeholders via regular check-ins and comprehensive onboarding processes, resulting in 30% retention growth and enhanced customer loyalty.

International Logistics Coordinator | LATAM - L3 HARRIS (prior L3 Technologies) - St. Petersburg, FL

(2012-01 - 2019-12)

• Oversaw international logistics for airport security X-ray systems, ensuring compliance with ITAR, AES, TSA, and FDA.
• Managed international shipments and customer support across LATAM markets.
• Increased Latin American customer satisfaction and retention to 98% through proactive health monitoring, bilingual success plans, and targeted adoption interventions across 100+ Enterprise accounts
• Coordinated with customs brokers, freight forwarders, and regulatory agencies to ensure audit readiness.
• Partnered with engineering teams on classification research and jurisdiction determinations.
• Provided Spanish-language communication and cultural mediation with LATAM partners, and supported teams in EMEA and APAC.
• Built strong international client relationships, ensuring compliance, and timely delivery of mission-critical
• Collaborated with other departments to integrate compliance considerations into daily business operations, seamlessly.
• Assisted in developing and implementing compliance training programs for staff education.
• Conducted compliance audits to ensure adherence to regulatory standards and internal policies.

Master of Science - Business Administration - University of Phoenix (2008-05) Oklahoma City, OK

BBA - Marketing Management - Universidad Metropolitana (2004-08) San Juan, Puerto Rico