Roxanna Cabanillas
About Roxanna Cabanillas
Roxanna Cabanillas serves as the Manager of Customer Success at Keap, where she has worked since 2020. She has extensive experience in customer success management and operations, having previously held leadership roles at Keap and Precision Commercial Cleaning.
Current Role at Keap
Roxanna Cabanillas serves as the Manager of Customer Success at Keap, a position she has held since 2020. In this role, she oversees customer success initiatives and strategies to enhance client satisfaction and retention. Her responsibilities include managing a team of Customer Success Managers and ensuring effective onboarding processes for new clients. Roxanna's leadership focuses on optimizing customer engagement and streamlining operations to meet business objectives.
Previous Experience at Keap
Roxanna Cabanillas worked at Keap for a total of six years, holding two significant positions. She began as a Customer Success Manager III from 2014 to 2017, where she developed foundational skills in customer relationship management. Subsequently, she advanced to the role of Customer Success Manager Lead from 2017 to 2020, where she led a team and contributed to strategic initiatives aimed at improving customer experiences and reducing churn.
Leadership at Precision Commercial Cleaning
Prior to her tenure at Keap, Roxanna Cabanillas was the President and Director of Operations at Precision Commercial Cleaning from 2006 to 2020. In this role, she managed daily operations and strategic planning for the company. Her leadership contributed to the growth and efficiency of the organization, showcasing her ability to oversee complex business operations.
Education and Expertise
Roxanna Cabanillas earned a Bachelor of Business Administration (BBA) from the University of Phoenix. Her educational background provides her with a solid foundation in business principles, which she applies in her current role in customer success. Roxanna's expertise includes developing customer onboarding curricula and implementing processes that enhance customer engagement and retention.
Achievements in Customer Success
Roxanna Cabanillas has made significant contributions to customer success at Keap. She developed a tailored onboarding curriculum for remote and hybrid work environments, designed an effective handoff process to improve customer engagement, and created the Proactive Connections M4 campaign that reduced churn by 16%. Additionally, she played a key role in achieving a 131% renewal goal and a 103% quota in revenue, demonstrating her impact on business performance.