PAMELA SANCHEZ
Customer Success | Client Retention
Bay Area,CA
Summary
Accomplished Senior Customer Success Manager with a track record of exceeding expectations in B2B SaaS, driving strategic partnerships, and amplifying client impact. Seasoned professional in the cannabis industry, passionate about revolutionizing the field through innovative technology solutions. Ready to leverage 5+ years of experience to deliver exceptional results at Flowhub.
Overview
2026
2026
years of professional experience
1
1
Language
Work History
Founder & Owner
PawVida Crew
Los Gatos, California
08.2023 - Current
- Founded and scaled PawVida Crew from a passion project into a successful business, growing a loyal client base to 30+ clients with a 2% churn rate, driven by exceptional service and personalized care.
- Increased service pricing by 20% in the first 8 months with zero client loss, demonstrating strong value delivery.
- Developed a customer retention strategy that improved client satisfaction by 35% and boosted repeat business by 45%.
- Drove 15% revenue growth through upselling additional services and a 30% increase in new clients through a referral program.
- Maintained 98% client satisfaction, with a focus on consistent follow-up and building lasting client relationships.
Director of Strategic Accounts
Confident Cannabis
Palo Alto, California
2022 - 01.2023
- Led the account management strategy for 60+ SSO/MSO enterprise accounts, achieving a 90.3% client retention rate by delivering proactive solutions and personalized care.
- Spearheaded the integration of third-party API onboarding, driving smooth transitions and high levels of client satisfaction from onboarding through ongoing account management.
- Increased client satisfaction by 32.4% by implementing a proactive engagement program and consistently addressing customer needs before they became issues.
- Led upsell campaigns with a 62% success rate, contributing an average of $25k per client in additional revenue.
- Successfully reduced churn by 30.6% through targeted communication and tailored retention programs that identified and mitigated risk factors early.
Wholesale Account Manager
Confident Cannabis
Palo Alto, CA
02.2018 - 04.2022
- Managed the wholesale accounts during a transitional phase, achieving an 80.7% retention rate and significantly doubling the book of business.
- Streamlined onboarding processes, reducing time-to-value by 26% through the introduction of automation and more efficient workflows.
- Optimized client response times by 93% and increased resolution speed by 75% through the implementation of improved Zendesk ticket management and automation.
Enterprise Account Executive
Whil Concepts
San Francisco, California
01.2019 - 01.2020
- Managed 75 high-value enterprise accounts, securing key partnerships with top brands such as Toyota, Magellan Health, and Harvard University, while driving new business development.
- Drove 40% increase in referral leads through effective relationship management and strategic partnership development.
- Converted 76.8% of pilot accounts into paying customers, exceeding sales targets through consultative selling and a customer-centric approach.
Account Executive - Global ECommerce Partnerships
Vivino Inc.
San Francisco, California
01.2016 - 01.2018
- Played a key role in the launch and expansion of Vivino’s Checkout Platform, growing the merchant base from 5 to 680 and generating 205% revenue growth.
- Drove market expansion into Spain, resulting in a 34% increase in transactions and establishing Vivino as a key player in the e-commerce wine market.
- Managed and optimized the wholesale marketing budget, achieving maximum ROI by carefully aligning spend with business goals and performance metrics.
Senior Account Executive
YELP Inc.
San Francisco, California
01.2016 - 01.2018
- Managed a substantial pipeline of 3K+ local business accounts, exceeding sales quotas by 25%.
- Provided valuable coaching on digital advertising and marketing best practices to clients in the Spanish market, resulting in a 39% increase in ad engagement.
Education
Bachelor of Arts - Psychology
UNIVERSITY OF SAN FRANCISCO
San Francisco, CA12.
Skills
- Account Management
- SaaS Products
- State Cannabis Regulations
- Customer Success
- Strategic Planning & Execution
- Product Adoption Strategies
- Data Analysis & Insights
- Upselling
- Client Retention
- Onboarding Optimization
Timeline
Founder & Owner
PawVida Crew
08.2023 - Current
Enterprise Account Executive
Whil Concepts
01.2019 - 01.2020
Wholesale Account Manager
Confident Cannabis
02.2018 - 04.2022
Account Executive - Global ECommerce Partnerships
Vivino Inc.
01.2016 - 01.2018
Senior Account Executive
YELP Inc.
01.2016 - 01.2018
Director of Strategic Accounts
Confident Cannabis
2022 - 01.2023
Bachelor of Arts - Psychology
UNIVERSITY OF SAN FRANCISCO
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