Eptura

Strategic, Customer Success Manager

Principal Customer Success Manager

Senior Customer Success Manager 

SmartMoving Software

SmartMoving is the only software tool your moving company needs. Whether you’re a one man operation or you have franchises across the country, maximize your sales, marketing, operations, and profits with the one software tool that makes every part of your company achieve its potential.

Customer Success Manager

ePesos

Co-founder & Manager, Customer Success

Co-founder & Manager, Business Development

QUANTUM CAPITAL

Manager, Central Mexico Operations

Strategic Planner

Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

Eduten

- Prospecting & Sales Development: Identify and qualify new business opportunities and partners in Vietnam, Laos, and Cambodia, targeting both new and existing customers to expand market reach.

- Customer Success Management: Lead the customer journey from onboarding through adoption, value expansion, retention, and advocacy to ensure optimal customer outcomes and satisfaction. In my role, I have succeeded to drive 100% expansion and loyalty via my proactive support and effective CSM strategies such as building customer relationship, quality training and support, being a trusted advisor. 

-Customer Success Operations: Developed Customer Success strategy, processes, automation, and tool; Delivered CSM training across teams and partners.

- Partner Success: Design and implement processes to onboard partners, provide sales and customer success training, and support partners in meeting KPIs.

Key Account Manager & Customer Success Operation

BiziVietnam - Vietnamese Language and Culture Association in Finland

At BiziVietnam, we aim to promote and strengthen the Vietnamese cultural footprint in Finland by connecting locals, internationals, and the Vietnamese community. Our mission focuses on sharing Vietnamese language, culture, cuisine, and tourism, while creating opportunities for cultural exchange and business cooperation between Finland and Vietnam.

Key Responsibilities:
- Strategic Leadership: Develop strategies and actionable plans to ensure the sustainable growth of BiziVietnam.
- Operations Management: Oversee daily operations, ensuring smooth execution of initiatives and activities.
- Team Leadership: Lead a team of 9 core members and manage a network of 10+ regular volunteers to deliver on the organization’s mission.
- Partnership & Business Development: Drive collaborations and build partnerships to expand cultural and business opportunities between Finland and Vietnam.
- Financial Oversight: Manage financial controls, budgeting, and accounting reporting to ensure fiscal responsibility.
- Event Planning & Management: Organize and execute cultural events and programs to engage the local and international community.
- Digital Marketing & Sales: Oversee digital marketing efforts to promote events and increase visibility of the organization.

Chairwoman

BiziVietnam - Promoting Vietnam - Finland cooperation 

Promote business cooperation, culture and education exchanges between Vietnam and Finland.

Freelance Business Consultant

GOInternational Finland - GOI Finland Oy

* Sales & Business Development:
- Develop sales strategies, market entry plans, and sales channels in collaboration with local partners for clients.
- Lead business meetings, negotiate sales contracts, and close deals with prospective clients.
- Oversee service development and pricing to enhance offerings.

* Customer Success Management:
- Ensure client satisfaction by building trust and long-term relationships with customers and stakeholders.
- Provide product demos, presentations, and training to end users in global markets.

* Team Leadership & Coordination:
- Lead and motivate a multicultural team, coordinating with partners across Finland, Sweden, Denmark, Italy, France, Germany, Israel, India, Nepal, Indonesia, Pakistan, Vietnam, and more.
- Manage risks, budgets, and team performance.

* Operational & Administrative Management:
- Manage sales and revenue records using Trello and HubSpot.
- Handle administrative tasks, including event organization, contract preparation (NDA, MOU, Reseller Agreements, etc.), and project funding applications.
- Coordinate employee and partner gifts, meeting agendas, and follow-ups.

Business Development Manager

SMART CITIES, HEALTHTECH, INNOVATION EDUCATION ARE OUR KEYWORDS! WE FOCUS ON DACH REGION AND SOUTH EATH ASIA MARKETS

We help companies go international strategically with customized business and marketing plan, local partner matching and securing relationship in the target market, investor and funding source identification. My main tasks include: 
- Promoting the company’s Market Entry Programmes.
- Developing tailored business models and business plan in accordance with clients' needs and goals;
- Delivering the company’s value proposition; seeking key partners.
- Sales Development
- Market Entry Strategy and Sales Growth with clients
- Business Matching & Matchmaking 
- Distributor Searches 
- Global Business Partner Searching
- Custom B2B Market Research
- Project Management and Stakeholder Engagement
- Handling project funding application with FinnPartnership 
- HR related tasks: coordinating employee and partner gifts, organizing and booking events, booking travel and team meets.
- Office related tasks; preparing for meetings, as well as drafting meeting minutes and memos, NDA preparing, contract, client agreements.
- Leadership team support; Support the leadership team with admin and operational tasks. Help manage calendar for leadership team. Proofreading material and helping leadership team prepare for events etc.

Sales & Project Coordinator

International Institute for Learning

This is a short-term project for IIL. I had only two weeks to master all transferred works and tools that company uses to coordinate among offices in global countries, cost calculation for customer invoicing, finance and account tools, e-invoicings, event tracking for invoicing, cashflow forecast, etc. My responsibilities included but not limited to the followings: 
- Calculating expenses and creating invoices
- AR & AP management
- Global account invoicing controller
- Cashflow reports & forecast to Managing Director
- Cooperating with global IIL financial units for financial and accounting processes
- Customer and sales support
- Sales and finance analysis and visualization
- Working with ERP softwares: Peachtree, LMS, P&L, CRM, Basware.

Financial Controller

Newstar Vietnam

Partnered with Newstar Vietnam to give high school/ university students opportunities to experience study and life in Nordic countries and vice versa looking for opportunities to help Finnish students to experience life in Vietnam through our designed programmes.  We also provide free counselling to students who are interested in studying in Finland regarding university choices, scholarships, living and working in Finland on our Facebook page.

International Business Development Director - Nordic Area

Maison de Quartier Oy

The company Maison de Quartier Oy has contract with Ministry of Foreign Affairs of Finland for language training. Every 3 years, I teach Vietnamese for officer of the Ministry of Foreign Affairs of Finland before they depart to Vietnam for their 3-year mission at the Finnish embassy in Vietnam. I have involved in this project since 2013 and taught Vietnamese at the Ministry of Foreign Affairs in 2013 and 2016. 

They were only short courses but very interesting. I love to teach my language to foreigners and share Vietnamese culture. Being a teacher of Vietnamese to the officers of the Finnish Ministry of Foreign Affairs and helping them to acquire basic Vietnamese and fundamental working culture was a proud mission of mine.

Teacher of Vietnamese at Ministry of Foreign Affairs in Finland

Fuku Supreme Oy

✅ Maintaining customer hospitality.
✅ Responding promptly to customer inquiries; handling and resolving customer complaints. 
✅ Managing customer satisfaction.
✅ Inventory management.
✅ Service quality management.

Restaurant Shift Manager

Graduate Promotions

✅ Preparing marketing and advertising strategies, plans, and objectives.
✅ Planning and organizing promotional presentations.
✅ Writing campaign/ event reports including event implementation, student feedback, advantages and disadvantages, improvement suggestions for future events/ campaigns.

Graduate Marketer

City of Espoo

✅ Preparing teaching materials, lessons, curriculum for students.
✅ Teaching language.
✅ Keeping records of students’ attendance.
✅ Assessing students’ progress.
✅ Organizing indoor and outdoor activities for students.

Language Teacher

Welcome to my LinkedIn profile!

As an experienced Account Manager and Customer Success Manager, I focus on building strong, long-term relationships with clients while driving business growth through effective communication, data-driven decision-making, and strategic solutions. My expertise spans sales, business development, and customer success, where I’m committed to delivering tailored solutions that help clients achieve their goals.

Key strengths:
✅ 4+ years in SaaS sales and customer success 
✅ 10+ years of project management and leadership
✅ 5+ years of business development and market entry consulting
✅ Effective communication
✅ Business Strategy 
✅ Certified Service Design

On a personal note, I believe that understanding culture is vital for successful business. I enjoy discussing cultural dynamics and how they influence business interactions, as well as using cultural activities as a way to maintain work-life balance. I’m also known for being a friendly and trustworthy person, someone friends and colleagues can rely on.

In addition to my professional work, I’m committed to fostering cultural exchange and collaboration between Finland and Vietnam through my roles at BiziVietnam and VINEU.

More about me: 
 ✅ Published book: ”Wind power supply to Phu Quoc island district, Kien Giang, Vietnam”
 ✅ Master thesis: ”Achieving long-term success in edtech: An exploration of customer success 
 strategy for Eduten”

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Erika Villarreal

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