Carolina MacHado

About Carolina MacHado

I\'m a globally experienced Customer Success & Project Manager with 15+ years of proven success delivering enterprise SaaS implementations, driving strategic outcomes, and leading complex programs across the sports, entertainment, and tech industries.I currently manage high-impact client relationships at SecuTix, where I lead enterprise platform rollouts and success plans for major accounts — including the FIFA World Cup 2026 On Location Hospitality project and Tuboleta, a client selling over 9 million tickets annually. Whether I’m navigating executive stakeholder relationships or configuring platforms hands-on, I focus on delivering measurable value, faster time to adoption, and long-term growth.I thrive at the intersection of strategy and execution- Creating scalable onboarding and success plans- Running QBRs and leading multi-threaded stakeholder engagement- Identifying upsell opportunities and tracking CS metrics (NRR, GRR, TTV)- Collaborating cross-functionally with Sales, Product, and Engineering- Advocating customer needs and driving platform improvementsBilingual (English/Spanish), culturally fluent, and commercially savvy, I bring a customer-first mindset and high EQ to everything I do. From managing global sports events to implementing tech at scale, my strength is building trust and driving outcomes in high-stakes, fast-moving environments.Let’s connect if you’re building something innovative in customer success, AI, or enterprise software — or just want to talk about how to make customer experience a true competitive advantage.

Experience

1. Professional Services Customer Success Manager Americas

   Secutix

   Jul 2022 — Present · Miami-Fort Lauderdale, FL, US

   Lead enterprise onboarding, implementation, and customer success for high-value clients on the SecuTix ticketing and event management platform. Drive strategic alignment between customer goals and technology solutions to maximize adoption, retention, and growth- Spearheaded the successful onboarding and delivery of the FIFA World Cup 2026 On Location Hospitality project, coordinating multi-stakeholder teams across regions to deliver on time and budget- Manage the Tuboleta account, supporting over 9 million annual ticket sales by optimizing platform performance and user adoption at scale- Develop and execute comprehensive customer success plans, incorporating KPIs such as time to value (TTV), net revenue retention (NRR), and product adoption metrics- Serve as trusted advisor to executive sponsors and cross-functional teams, leading quarterly business reviews (QBRs) and driving strategic initiatives to expand platform usage- Collaborate closely with Sales, Product, and Engineering teams to provide customer feedback, influence product roadmap, and ensure seamless issue resolution- Deliver customized training, enablement, and change management programs to increase customer autonomy and satisfaction- Support pre-sales activities including product demonstrations, discovery sessions, and proposal development.

Education

• International School of Ministry

  Associate's degree, Pre-Theology/Pre-Ministerial Studies

  2014 — 2016

• Valencia College

  Associate's degree, Civil Engineering

  2003 — 2006

• IMK Privates Institut für Marketing u. Kommunikation GmbH

  Study Abroad, Mix Marketing Communications

  2009 — 2009

• Florida International University

  Bachelor's degree, Public Relations, Advertising, and Applied Communication

  2006 — 2011

Skills

• Marketing
• Sponsorship
• Broadcast
• Non-Profit Volunteering
• Television
• Sports Management
• Marketing Communications
• Facebook
• Leadership Development
• Sports
• Advertising
• Christian Counseling
• New Media
• Event Management
• Youth Development
• Youth Leadership
• Marketing Strategy
• Press Releases
• Digital Media
• Broadcast Television
• Public Relations
• Non-Profit Program Development
• Broadcasting
• Media Relations
• Youth Ministry
• Non-Profit Leadership
• Event Planning
• Social Media
• Sports Marketing
• Social Media Marketing
• Youth Mentoring