Francesca McCallum-Suarez
Amsterdam
Summary
Experienced in diverse international commercial roles across EMEA and Latin America. Capable leader skilled at fostering high-performance teams. Strong in building trusted partnerships and ensuring seamless onboarding processes. Effective in managing strategic portfolios. Proven track record of driving global commercial success. Well-equipped to contribute to organizational growth and profitability.
Overview
10
10
years of professional experience
Work History
Director of Customer Success
Luzmo
06.2024 - 01.2025
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Implemented a digital touch strategy from scratch, ensuring the right efforts were focused on effectively serving all clients. This approach optimized resource allocation, improved client engagement, and ensured consistent, high-quality service delivery across the portfolio.
- Reduced company churn from $300K to net zero in two quarters by driving targeted retention strategies, enhancing business health, and leading revenue-focused initiatives to minimize losses and fuel growth.
- Led the creation of a comprehensive dashboards providing organisation-wide insights, including risk analysis for client renewals. This ensured full visibility into at-risk accounts, enabling proactive strategies to mitigate churn and drive retention.
- Implemented exit calls with at-risk and churning clients to win back accounts and gather critical insights. This approach not only helped retain some clients but also provided valuable feedback to improve retention strategies and service delivery moving forward.
Manager of Customer Success- EMEA enterprise accounts
Momentive
04.2018 - 01.2023
- Formerly led the Customer Success Key Accounts team, orchestrating transformative customer-centric strategies for 400+ enterprise clients across EMEA
- Achieved outstanding ROI, CSAT, and NPS through dynamic leadership, innovative solutions, and strategic planning
- Notable accomplishments include:
- Successfully managed multi-million-dollar sales pipelines, exceeding OKRs consistently
- Pioneered new customer engagement and communication strategies, driving enhanced customer experiences
- Introduced the highly successful Usabilla Academy, improving client onboarding and fostering continuous learning
- Represented Usabilla at prestigious events, strengthening relationships with major brands such as Toyota
- Collaborated with partners in IBERIA, establishing thought leadership in CX/UX education
- Developed and implemented comprehensive playbooks, optimizing processes for renewals, negotiations, and onboarding
- Established core skills and competencies, contributing to team growth and performance
- In my tenure, I consistently translated strategic vision into tangible results, driving exceptional customer success outcomes and contributing significantly to the overarching success of our organization
Enterprise Customer Success Manager
Usabilla (acquired by SurveyMonkey, now Momentive)
05.2017 - 04.2018
- Strategic Client Relationship Manager | EMEA & Latin America
- Distinguished in Client Relationship Management across EMEA and Latin America, I accomplished:
- Cultivated Trust-Based Partnerships: Established and nurtured trust-focused, strategic advisor relationships with a prestigious portfolio of Enterprise clients, including Skyscanner, Just-Eat, HelloFresh, Trivago, TUI, Thomas Cook, Edreams, Audi, William Hill, T-Mobile, Nespresso, Eurowings, Orange, Latam, and more
- Exemplary Client Onboarding: Orchestrated seamless onboarding processes and conducted tailored training sessions for clients, ensuring a smooth transition from sales handover to the Customer Success department
- Proactive Client Engagement: Implemented and executed proactive follow-ups, consistently gauging client satisfaction, driving retention, and uncovering opportunities for expansion
- Internal Advocacy Leadership: Positioned as the client advocate within the organization, championing collaboration across departments to ensure continuous improvement of our solutions based on client feedback
- My commitment to client-centricity, negotiation prowess, and strategic relationship building resulted in past accomplishments that significantly elevated client satisfaction, loyalty, and overall business success
Business Development UK
Usabilla (acquired by SurveyMonkey)
09.2016 - 05.2017
UK Key Account Manager
Travelbird
07.2015 - 07.2016
- Demonstrated excellence in building and maintaining a substantial client portfolio within the UK travel industry:
- Client Acquisition and Retention: Successfully sourced and maintained high-value clients within the UK travel sector for both domestic and foreign markets, ensuring sustained and mutually beneficial partnerships
- Innovative Travel Package Creation: Developed compelling and inspiring travel packages by leveraging industry forecasts, contributing to increased client engagement and revenue growth
- Market Analysis Expertise: Conducted daily analysis of the UK travel industry, staying abreast of trends, competition, and market dynamics to inform strategic decision-making
- Lead Generation and Qualification: Spearheaded the generation and qualification of new leads across diverse industries, employing proactive strategies to identify and capitalize on emerging opportunities
- Effective Prospecting: Initiated partner prospecting through targeted phone outreach, establishing connections and laying the foundation for successful collaborations
- Masterful Negotiation Skills: Led negotiations on deal terms, prices, and commission rates, consistently achieving favorable outcomes and maintaining a balance between client satisfaction and business profitability
- In my role, I not only built and maintained a dynamic client portfolio within the UK travel industry but also strategically navigated market complexities, ensuring sustained growth and success in a competitive landscape
Education
Project Management: Master Project Management - PMP/PMI -
Udemy
07.2021
Customer Experience Management (CX): MASTERCLASS 2021 - undefined
Udemy
07.2021
Bachelor of Applied Science (B.A.Sc.) - European Studies/Civilization
Maastricht University
01.2012
Highscool - undefined
Repton School
01.2007
Skills
- Ability to Work Under Pressure
- Leadership Skills
- Problem Solving
- Communication Skills
- Strategic Planning
- Project Management
- Contract Negotiation
- Customer retention strategies
- Data-driven decision making
- Staff training
- Contract negotiation
- Complex Problem-solving
- Customer relationship management
- Preventive Maintenance
- Team leadership
- Cross-functional team leadership
- Performance tracking and evaluation
- Team development
- Performance management
- Hiring and training
Languages
English
Proficient
C2
Spanish
Proficient
C2
French
Advanced
C1
Portuguese
Upper intermediate
B2
Dutch
Upper intermediate
B2
German
Intermediate
B1
Italian
Elementary
A2
Personal Information
Date of Birth: 09/08/89
Timeline
Director of Customer Success
Luzmo
06.2024 - 01.2025
Manager of Customer Success- EMEA enterprise accounts
Momentive
04.2018 - 01.2023
Enterprise Customer Success Manager
Usabilla (acquired by SurveyMonkey, now Momentive)
05.2017 - 04.2018
Business Development UK
Usabilla (acquired by SurveyMonkey)
09.2016 - 05.2017
UK Key Account Manager
Travelbird
07.2015 - 07.2016
Customer Experience Management (CX): MASTERCLASS 2021 - undefined
Udemy
Bachelor of Applied Science (B.A.Sc.) - European Studies/Civilization
Maastricht University
Highscool - undefined
Repton School
Project Management: Master Project Management - PMP/PMI -
Udemy
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