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Hi, I’m Jaana Saundra C. Rosales, a customer success professional with 10+ years of experience guiding SaaS users from trial to paid subscriptions. I’ve built a track record of onboarding, adoption, renewals, and retention, and I excel at turning early product feedback into tangible improvements for customers and the platform. I’m a proactive communicator who thrives on helping customers achieve their goals while collaborating with product and operations teams to optimize onboarding flows, reduce friction, and drive long-term value. I love solving problems, escalating when needed, and ensuring customers see the true value of the solutions we provide.…Hi, I’m Jaana Saundra C. Rosales, a customer success professional with 10+ years of experience guiding SaaS users from trial to paid subscriptions. I’ve built a track record of onboarding, adoption, renewals, and retention, and I excel at turning early product feedback into tangible improvements for customers and the platform. I’m a proactive communicator who thrives on helping customers achieve their goals while collaborating with product and operations teams to optimize onboarding flows, reduce friction, and drive long-term value. I love solving problems, escalating when needed, and ensuring customers see the true value of the solutions we provide.

Jaana Saundra C. Rosales

App Developer, Project Manager, Web Developer, +2

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Hi, I’m Jaana Saundra C. Rosales, a customer success professional with 10+ years of experience guiding SaaS users from trial to paid subscriptions. I’ve built a track record of onboarding, adoption, renewals, and retention, and I excel at turning early product feedback into tangible improvements for customers and the platform. I’m a proactive communicator who thrives on helping customers achieve their goals while collaborating with product and operations teams to optimize onboarding flows, reduce friction, and drive long-term value. I love solving problems, escalating when needed, and ensuring customers see the true value of the solutions we provide.…Hi, I’m Jaana Saundra C. Rosales, a customer success professional with 10+ years of experience guiding SaaS users from trial to paid subscriptions. I’ve built a track record of onboarding, adoption, renewals, and retention, and I excel at turning early product feedback into tangible improvements for customers and the platform. I’m a proactive communicator who thrives on helping customers achieve their goals while collaborating with product and operations teams to optimize onboarding flows, reduce friction, and drive long-term value. I love solving problems, escalating when needed, and ensuring customers see the true value of the solutions we provide.

Available to hire

Hi, I’m Jaana Saundra C. Rosales, a customer success professional with 10+ years of experience guiding SaaS users from trial to paid subscriptions. I’ve built a track record of onboarding, adoption, renewals, and retention, and I excel at turning early product feedback into tangible improvements for customers and the platform.

I’m a proactive communicator who thrives on helping customers achieve their goals while collaborating with product and operations teams to optimize onboarding flows, reduce friction, and drive long-term value. I love solving problems, escalating when needed, and ensuring customers see the true value of the solutions we provide.

Skills

CRM

Email Marketing

HubSpot

Experience Level

CRM

Intermediate

Email Marketing

Intermediate

HubSpot

Intermediate

Language

English

Fluent

Work Experience

Customer Success Executive at TenderBoard

April 1, 2022 - Present

Manage customer relationships from trial signup to paid subscription and renewal. Proactively engage trial users to guide onboarding, platform setup, and feature usage. Assist users in setting up alerts, filters, saved searches, and tracking relevant tenders. Monitor trial and paid user activity to identify low engagement and take reactivation actions. Conduct follow-ups before trial expiry to review captured opportunities and drive conversions. Recommend suitable subscription plans based on customer needs and tender volume. Support upgrades, renewals, and retention through proactive customer engagement. Provide basic technical support, including login issues, access problems, alert configuration, and navigation guidance. Escalate complex technical issues to Support or Tech teams and follow through until resolution. Collect customer feedback and share insights with Product and Ops teams to improve platform usability and conversions. Ensure customers clearly understand the value of Tend

Customer Care Executive at Financial Times Electronic Publishing

June 1, 2015 - April 1, 2022

Managed subscription-based digital and print customers across renewals, win-back, and payment reminder campaigns. Conducted outbound outreach to drive renewals and recover expired subscriptions. Responded to customer inquiries via email, phone, and chat. Ensured KPIs for customer satisfaction, response time, and renewal targets were consistently met. Delivered a seamless end-to-end customer experience with minimal supervision.

Customer Service Representative at XL Service

February 1, 2014 - June 1, 2015

Handled high-volume inbound customer calls in a fast-paced environment. Addressed service inquiries, scheduled appointments, and supported sales closures. Resolved claims processing issues with accurate documentation and follow-up. Clearly explained services, pricing, and next steps to customers.

Technical Support Representative at APAC ICT Park

February 1, 2012 - January 1, 2013

Diagnosed and resolved software and system-related technical issues. Guided users through step-by-step troubleshooting processes. Resolved login, access, and usability issues following support procedures. Logged, tracked, and documented help tickets.

Customer Service Associate at ETelecare Global Solutions

March 1, 2011 - December 1, 2011

Responded to customer inquiries and complaints via phone. Provided product, service, pricing, and promotion information. Handled exchanges, refunds, and service adjustments.