Paula Surraco Video Strengths Experience Contact Download CV

Customer-focused professional.

Helping customers adopt products, solve challenges, and build long-term value, across B2B and B2C accounts, from first demo to renewal.

Working from — Remote only, CET hours
Languages — Spanish, English, German B1
Accounts — B2B & B2C, SMB to enterprise
Open to — Employed or freelance
I — Introduction

Meet me before the interview

A short self-recorded introduction.

Watch it before we speak, then the interview can start somewhere more interesting.

II — Summary

SaaS professional with a strong sales background and extensive experience working with international customers, B2B and B2C, from individual users and small IT teams to enterprise accounts. What led me to closing deals was the customer success part of it: understanding what someone actually needed, explaining the product in their own terms, and staying with the account after the signature. Skilled in building trusted relationships, collaborating with cross-functional teams, and helping customers adopt technology and achieve long-term value. I also work freelance, which has taught me to run client relationships end to end and be accountable for the outcome, not just the task. Passionate about AI, technology, and continuous learning.

III — Core strengths

What a customer success team gets

Three areas, in the order they tend to matter on the job.

01

Customer relationships & retention

Building trusted, long-term relationships across B2B and B2C accounts
Renewal, upgrade and license conversations
Consultative discovery and active listening
Raising an upsell inside a support conversation, without pushing
Cross-functional collaboration with support, product and sales
02

Onboarding & adoption

Onboarding calls and product demos that get customers to first value
Issue resolution and escalation, followed through to the answer
Bug reporting and closing the product feedback loop
Technical support by email, phone and video call
03

Technical fluency & tools

CRM and account records: Salesforce, HubSpot, Microsoft 365
APIs, integrations and web fundamentals at a conceptual level, comfortable in technical conversations without a coding background
Fast adoption of new software and AI-native platforms
Working style
Adaptable to process change Fast learner Organised, detail-oriented Independent & strong team player
Languages
Spanish — native English — professional German — B1
IV — Career highlights

Where I learned it

Aug 2022 — Jan 2023
Berlin

Account Executive

NinjaOne — IT management SaaS
  • Grew the Spanish client portfolio, working accounts at both tiers, from small IT teams to larger managed service providers.
  • Ran onboarding calls and product demos, walking new customers through setup until the product was actually in use.
  • Handled inbound technical support by email and phone, escalating with internal teams and following each issue through to resolution.
  • Tracked every interaction in Salesforce, keeping account history usable for renewals and handovers.
  • Adapted quickly to new CRM workflows during a period of frequent tooling change.
Jan 2020 — Aug 2022
Berlin

Sales Representative

TeamViewer — B2B & B2C software
  • #1 sales representative for the Spanish-speaking market two years running (2020–2021) among 200+ colleagues, driven by client satisfaction and repeat business, not cold volume.
  • Owned both sides of the market and both tiers: individual and small-business B2C customers, and enterprise B2B accounts such as Telefónica and Indra.
  • Ran technical demos and 1:1 calls, translating product capability into each customer's own use case.
  • Stayed with accounts after the signature, renewals, upgrades, license questions and the occasional escalation.
  • Kept records and follow-ups organised in Microsoft 365 so nothing fell through between calls.
Sep 2007 — Dec 2011
Argentina / international

Project Development Manager

T.W.W Evolve Clothes Fair Trade
  • Managed a network of international clients and partners across several countries, presenting business plans at international trade forums.
Also
2015 — present
Freelance Video Producer & Editor · Self-employed / ZOOMIN Latam, client relationships, scoping and production timelines end to end. Still taking freelance work today.
2018 — 2019
Sales Associate · Decathlon & UNIQLO, Berlin, direct B2C customer service in a high-traffic retail environment.
2011 — 2015
Assistant Manager & Front Desk · Hotel Naciones, Buenos Aires, guest relations and daily operations.

Let's talk about your customers.

Open to remote customer success roles, employed or freelance. The CV has the detail; the video has the person.

Download CV (PDF) Email me LinkedIn
Paula Surraco bilingualsuccesspro@gmail.com Remote · CET