Customer Success ManagerReina Hernandez
I help businesses build strong, lasting relationships with their clients by managing everything from onboarding and training to ongoing support, communication, and retention strategies. I act as the trusted point of contact for your customers,guiding them, solving problems, and making sure they stay engaged and satisfied long after the sale.
Using platforms like Shopify, Salesforce, HubSpot, Zendesk, Gorgias, Intercom, and ClickUp, I streamline communication, manage client projects, resolve issues quickly, and spot opportunities to improve the customer journey. I also create SOPs, training materials, and customer success reports to help your internal team stay aligned and deliver consistent service.
Whether you're growing a SaaS platform, an eCommerce brand, or a service-based business, I’m here to help you turn customers into loyal, happy advocates, saving you time, protecting your reputation, and boosting your bottom line.
What's included
Client Relationship Management & Retention
Manage and nurture client relationships, serving as the main point of contact post-sale. Ensure client satisfaction by proactively addressing needs, providing personalized support, and guiding clients through their journey. Foster loyalty and drive account growth through consistent communication, regular check-ins, and solution-based service.
Onboarding & Implementation Support
Lead new client onboarding through structured, hands-on processes to ensure seamless setup and strong initial engagement. Deliver walkthroughs, training sessions, and resource guidance using platforms like Zoom, Loom, and Google Meet. Collaborate with internal teams to guarantee successful product/service adoption and early-stage satisfaction.
Issue Resolution & Partner Advocacy
Act as a trusted advocate for clients—identifying concerns early, troubleshooting platform or service issues, and escalating where necessary. Provide quick, thoughtful resolutions while coordinating with operations, sales, and support teams. Track client feedback and ensure insights are relayed internally for continuous improvement.
Email, CRM & Communication Management
Manage client communications via Gmail, Outlook, Salesforce, HubSpot, Zendesk, Gorgias, and Intercom, ensuring timely, professional, and accurate responses. Maintain detailed CRM updates, document client interactions, and provide ongoing support reporting for leadership and cross-functional teams.
SOP Development & Knowledge Base Management
Create client-facing and internal Standard Operating Procedures (SOPs) to streamline onboarding, support, and communication workflows. Produce Loom video tutorials and process guides to drive team alignment, training, and operational excellence.
Client Experience Optimization & Reporting
Analyze customer satisfaction trends and performance data to uncover areas for improvement. Conduct Root Cause Analyses on client challenges and help implement service upgrades and engagement initiatives. Assist in the development of client loyalty programs to boost retention and client lifetime value.
Reina's other services
Starting at$25 /hr
Tags
Asana
Intercom
Jira
Microsoft Outlook
Salesforce
Customer Success Manager
Service provided by
Reina Hernandez San Jose del Monte City, Philippines
- $10k+
- Earned
- 1
- Paid projects
- 5.00
- Rating
- 18
- Followers
Customer Success ManagerReina Hernandez
Starting at$25 /hr
Tags
Asana
Intercom
Jira
Microsoft Outlook
Salesforce
Customer Success Manager
I help businesses build strong, lasting relationships with their clients by managing everything from onboarding and training to ongoing support, communication, and retention strategies. I act as the trusted point of contact for your customers,guiding them, solving problems, and making sure they stay engaged and satisfied long after the sale.
Using platforms like Shopify, Salesforce, HubSpot, Zendesk, Gorgias, Intercom, and ClickUp, I streamline communication, manage client projects, resolve issues quickly, and spot opportunities to improve the customer journey. I also create SOPs, training materials, and customer success reports to help your internal team stay aligned and deliver consistent service.
Whether you're growing a SaaS platform, an eCommerce brand, or a service-based business, I’m here to help you turn customers into loyal, happy advocates, saving you time, protecting your reputation, and boosting your bottom line.
What's included
Client Relationship Management & Retention
Manage and nurture client relationships, serving as the main point of contact post-sale. Ensure client satisfaction by proactively addressing needs, providing personalized support, and guiding clients through their journey. Foster loyalty and drive account growth through consistent communication, regular check-ins, and solution-based service.
Onboarding & Implementation Support
Lead new client onboarding through structured, hands-on processes to ensure seamless setup and strong initial engagement. Deliver walkthroughs, training sessions, and resource guidance using platforms like Zoom, Loom, and Google Meet. Collaborate with internal teams to guarantee successful product/service adoption and early-stage satisfaction.
Issue Resolution & Partner Advocacy
Act as a trusted advocate for clients—identifying concerns early, troubleshooting platform or service issues, and escalating where necessary. Provide quick, thoughtful resolutions while coordinating with operations, sales, and support teams. Track client feedback and ensure insights are relayed internally for continuous improvement.
Email, CRM & Communication Management
Manage client communications via Gmail, Outlook, Salesforce, HubSpot, Zendesk, Gorgias, and Intercom, ensuring timely, professional, and accurate responses. Maintain detailed CRM updates, document client interactions, and provide ongoing support reporting for leadership and cross-functional teams.
SOP Development & Knowledge Base Management
Create client-facing and internal Standard Operating Procedures (SOPs) to streamline onboarding, support, and communication workflows. Produce Loom video tutorials and process guides to drive team alignment, training, and operational excellence.
Client Experience Optimization & Reporting
Analyze customer satisfaction trends and performance data to uncover areas for improvement. Conduct Root Cause Analyses on client challenges and help implement service upgrades and engagement initiatives. Assist in the development of client loyalty programs to boost retention and client lifetime value.
Reina's other services
$25 /hr