Marisela Montenegro

WORK HISTORY

EDUCATION

ABOUT MARISELA MONTENEGRO

I build Customer Success organizations that turn retention into revenue. Over the past decade, I\'ve led CS functions at B2B SaaS and fintech companies through the moments that matter most — rapid growth, M&A, organizational change, and the pressure to prove that CS is a strategic asset, not a support function. The result: 97% revenue retention during company-wide restructuring, 25% YoY growth, and enterprise portfolios scaled from early-stage chaos into structured, measurable operations. I specialize in the build. Segmentation models, health scoring, lifecycle playbooks, onboarding programs, team design — I create the infrastructure that lets CS teams operate with clarity and execute at scale. I\'ve done this across fintech, govtech, nonprofit SaaS, and performance management platforms, with customers ranging from SMBs to $3M+ enterprise accounts and complex stakeholders in government, healthcare, and financial services. What drives me is the intersection of people and systems — designing customer journeys that actually work, developing teams that grow, and partnering with executives to connect CS outcomes to company strategy.I\'m based in Washington D.C, love a great espresso, exploring new places, and learning from different cultures.At the core, I care deeply about relationships, inside the company and with the customers we serve. I believe strong teams, thoughtful execution, and well-designed customer journeys create results that last.