Gerson Tamayo

About

Experience

1. Strategic Customer Success & Process Optimization

   Led dedicated SaaS consulting engagements for global clients, auditing operations to identify bottlenecks and restructure platform utilization. Designed and implemented change management frameworks to accelerate software adoption and reduce time-to-value.

   SaaS ConsultingChange ManagementProcess Optimization

2. Senior Enterprise Customer Success Manager

   Zendesk

   Managed an $8M enterprise portfolio of B2B and direct-client accounts, serving as principal strategic advisor for executive stakeholders. Fostered organic account expansion and secured long-term renewals by identifying workflow gaps and delivering churn mitigation strategies.

   SaaS Account ManagementB2B StrategyPlatform AdoptionWorkflow Optimization

3. Customer Success Manager

   JW Player

   Oversaw the post-sale lifecycle for a $5M portfolio of media and broadcasting clients, driving SaaS platform adoption and maintaining long-term account health. Partnered with executive teams to ensure alignment between digital software offerings and corporate operational targets.

Education

1. Universidad Latinoamericana

   Masters in Enterprise Communications from Universidad Latinoamericana in Mexico.

2. Universidad Latinoamericana

   Bachelor in Public Relations & Communication from Universidad Latinoamericana in Mexico.