FELIPE BECERRA
TORONTO,ON
Summary
Results-oriented Customer Success and Account Management professional with six years of experience in B2B portfolio management and client retention. Managed over 60 client accounts, achieving consistent year-over-year revenue growth through effective relationship management and operational execution. Expertise in resolving complex client challenges and improving processes to enhance service delivery.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Humble & Fume
09.2022 - 08.2026
- Managed 60+ B2B accounts (~$1.5M-$2M ARR), owning onboarding, retention, and relationship management
- Achieved high retention (~90%+) by proactively resolving customer issues and enhancing relationships
- Delivered ~20% YoY revenue growth through account expansion and territory execution
- Grew customer base by ~15% through upselling and streamlined onboarding processes
- Coordinated with logistics, compliance, and marketing teams to address operational bottlenecks
- Maintained CRM data integrity and supported forecasting through reporting and pipeline tracking
Parts Advisor
Humberview Volkswagen
10.2021 - 08.2022
- Managed inventory and coordinated with vendors to enhance parts availability and decrease turnaround times
- Processed 40-60 daily parts orders using VIN systems, ensuring accuracy and minimizing service delays for seamless operations
- Resolved client and technician issues efficiently, facilitating smoother operations for service team
Warranty Administrator
Mercedes-Benz Downtown
02.2018 - 08.2021
- Processed 80-120+ warranty claims monthly using CDK and EVA systems while ensuring compliance
- Reduced processing delays by enhancing documentation accuracy and coordinating with internal teams
- Ensured audit readiness through meticulous record management and compliance tracking
- Clarified claim outcomes for internal teams and clients to improve understanding
Education
Diploma - Business (Marketing)
George Brown College
BSc - Marketing & Advertising
Politécnico Grancolombiano
Skills
- Client Onboarding
- Customer Retention
- Account Management
- Account Expansion
- Revenue Growth
- CRM Management
- Sales Operations
- Process Improvement
- Cross-Functional Collaboration
- Stakeholder Communication
Digital And Automation Tools
Applied platforms such as ChatGPT and AI-assisted writing tools for message drafting and process support, along with design tools including Canva and Adobe Creative Suite for presentations and visual content creation.
Languages
- English (Fluent)
- Spanish (Fluent)
Timeline
Customer Success Manager
Humble & Fume
09.2022 - 08.2026
Parts Advisor
Humberview Volkswagen
10.2021 - 08.2022
Warranty Administrator
Mercedes-Benz Downtown
02.2018 - 08.2021
Diploma - Business (Marketing)
George Brown College
BSc - Marketing & Advertising
Politécnico Grancolombiano