Success Manager Customer

Rufino Miguel (Ralph) Aberin

San Francisco CA, United States, 707-***-****, ******************@*****.*** WEBSITES & SOCIAL

LINKS

LinkedIn, Shippo Website, VinFast US

WHY ME? Proven SaaS Customer Success Manager who’s driven $1.5 M+ in ARR growth at Shippo, maintained a 96% CSAT and reduced support volume through self-service playbooks. I’ve closed 45% of VinFast test-drive leads, built scalable onboarding processes from scratch, and ramped teams in weeks—not months. You’ll get a self-starter who needs zero hand-holding and delivers immediate, measurable impact on retention, expansion, and customer advocacy.

EXPERIENCE

Oct 2024 — Present B2B Client Account Advisor, Vinfast US Richmond CA

• Closed 45% of test drives into sales, outperforming dealership average by 30%.

• Maintained a 95% CRM follow-up rate across online and showroom leads.

• Drove top B2B revenue among Asian-owned businesses, ranking #1 on the team.

• Represented VinFast at 10 + local and global EV events, generating 150 + qualified leads.

• Secured media coverage and video features (100k impressions) to amplify brand positioning. Sep 2022 — Sep 2023 Inside Sales Account Executive, Shippo San Francisco CA

• Generated $1.5 M in closed-won revenue; 2nd-highest across 20+ reps (Q1–Q3 2022).

• Achieved highest ARPU on the team by upselling insurance (530% QoQ growth).

• Delivered technical webinars to 2,000+ SMB merchants on shipping best practices.

• Owned end-to-end onboarding for global e-commerce integrations (Shopify, Amazon, eBay) Aug 2019 — Sep 2022 Senior Product Support Specialist, Shippo San Francisco CA

• 96% CSAT and lowest AHT among 50+ specialists in 2020

• Resolved 95% of escalated API-integration tickets within SLA

• Created self-service docs, cutting support volume by 20%

• Tested and refined Poshmark, Depop, StockX, and custom API workflows

• Scaled support team 5 from 7 to 35+ reps to meet growing customer needs EDUCATION

Oct 2015 — Jul 2019 BA - Integrated Marketing and Communications, University of Asia and the Pacific Manila

TECHNICAL SKILLS Amazon

API

Confluence

Drift

eBay

e-Commerce

Gainsight

Google Workspace

Guru

Jira

Marketo

Microsoft Office

Pardot

RESTful API

Salesforce

Salesloft

Shopify

Trello

WooCommerce

Zendesk

Contact this candidate