Marta Font
Resumen profesional
Customer Success Manager with 5+ years in customer-facing roles, focused on B2B SaaS as an Onboarding and Account Manager. Skilled in accelerating implementation, improving retention, and expanding client relationships across SMB–Enterprise segments.
Partner to Product and Sales, translating customer insights into roadmap impact and scalable adoption programs (QBRs/EBRs, health scoring).
Datos destacados
7
7
years of professional experience
4
4
years of post-secondary education
Experiencia
Senior Account Manager
HADDOCK
Barcelona
03.2023 - 07.2025
- Built long-term client relationships, guiding onboarding and product setup to maximise satisfaction and retention (85%+ renewal rate).
- Portfolio +100 clients, maintained regular communication with multiple ICPs, including Key Accounts, managing expectations and providing proactive support, reducing churn by 70%.
- Negotiated renewals and favourable contract terms, ensuring long-term business growth.
- Implementation, advisory sessions, and follow-ups, increasing active product usage and uncovering upsell opportunities.
Enterprise Account Manager
FACTORIAL
Barcelona
01.2023 - 03.2023
- Managed a portfolio of +70 enterprise clients in Spain, serving as their main point of contact for daily support and strategic needs.
- Strengthened client relationships through tailored solutions, delivered product updates, resolved escalations, and identified upsell opportunities that supported account growth.
- Collaborated with cross-functional teams to address client issues and align the product roadmap with business objectives.
Product Expert - Onboarding specialist
FACTORIAL
Barcelona
09.2021 - 01.2023
- Oversaw the onboarding and implementation process for new clients, ensuring smooth adoption of the SaaS platform.
- Streamlined implementation processes, cutting average onboarding timelines by 30%.
- Collected and shared customer insights with Product teams, ensuring alignment with client needs and driving product improvements.
- Led weekly sessions with the Spanish Sales team to strengthen product expertise and ensure consistent client messaging.
Customer Support Agent
TURO
London
08.2020 - 07.2021
- Primary contact for Guests and Hosts through chat, email, and phone, ensuring a 24h SLA resolution rate.
- Assisted clients with inquiries and issues related to areas such as Cancellations, Verification, Billing, or Guest Experience.
Team Lead LiveOps
DELIVEROO
London
09.2019 - 01.2020
- Led the Live Ops team during shifts, overseeing the UK/Ireland region, and served as the main contact for incident management.
- Weekly 1:1 mentoring and coaching junior staff to produce high-performing, quality team members through KPIs.
LiveOps representative
DELIVEROO
London
09.2018 - 09.2019
- Responsible for preventing and solving order-related issues, primarily by contacting riders but also coordinating with restaurants and customers.
- Tracked orders, coordinated with riders, restaurants, and customers to guarantee on-time deliveries and customer satisfaction.
Formación
Social & Cultural Anthropology -
Autonomous University of Barcelona
Barcelona 09.2011 - 06.2015
Enfatiza tus habilidades clave
- Customer Retention & Expansion
- Stakeholder & C-level Management
- SaaS Implementation & Product Adoption
- Data-driven Account Management
- Cross-functional Collaboration
Languages
Spanish
Expert
C2
Catalan
Expert
C2
English
Advanced
C1
Cronología
Senior Account Manager
HADDOCK
03.2023 - 07.2025
Enterprise Account Manager
FACTORIAL
01.2023 - 03.2023
Product Expert - Onboarding specialist
FACTORIAL
09.2021 - 01.2023
Customer Support Agent
TURO
08.2020 - 07.2021
Team Lead LiveOps
DELIVEROO
09.2019 - 01.2020
LiveOps representative
DELIVEROO
09.2018 - 09.2019
Social & Cultural Anthropology -
Autonomous University of Barcelona
09.2011 - 06.2015