Hi, I'm
Alfredo Guillen
The Builder Kira Hasn't Hired Yet
“If inflation is a monetary phenomenon, then churn is an emotional one. Both start when value stops circulating.”
Research
Why Kira Financial Technology
I didn't stumble onto Kira. I've been tracking the embedded fintech space and the stablecoin infrastructure thesis — I follow Stripe, Coinbase, Clip, Nu Mexico, Bitso, and Y Combinator on LinkedIn because this is the space where I see the future being built.
The Product Is Infrastructure, Not Software
Kira isn't building another fintech app. You're building the rails — the unified API that lets any enterprise launch AI-powered, stablecoin-based financial products. Universal payment gateways. AI-powered treasury and wallet infrastructure with yield-bearing wallets. Agentic compliance automating KYC/KYB, AML. AI-managed instant global payouts in 35+ countries.
The Timing Is Surgical
$3M in revenue in year one while operating in stealth. A $6.7M seed round led by Blockchange, Vamos Ventures, and Stellar. Partnerships with Banco Industrial, Banco N1co, Spin by OXXO. You're not pre-product or pre-revenue — you're post-traction and pre-scale. That's the exact inflection point where CS either becomes the growth engine or becomes the bottleneck.
The Mission Is Personal
Edrizio talks about building infrastructure for 1 billion underbanked people. I grew up in Mexico City. I've led teams across Latin America. I've seen firsthand what happens when financial tools don't reach people — and what changes when they do. When Kira partnered with Spin by OXXO to enable fund transfers from the U.S. to Mexico in minutes, that's not a press release — that's someone's family getting money faster.
The Founding Team Is Singular
Edrizio is the first Latino to serve as a Visiting Partner at Y Combinator. He co-founded Arcus — sold to Mastercard after raising $25M+. Beto was the first Product Manager at Clip and Stori. Camilo co-founded Littio (YC23). Working alongside founders with that caliber of experience isn't just a career move — it's an education and a multiplier.
Philosophy
Own the Experience
Where business, people, and technology intersect.
Experience Ecosystems
Customer experience is not a department. It's the central nervous system of a company. Every interaction generates strategic intelligence.
Technology & Operational Transformation
AI isn't replacing people — it's replacing tasks. The edge isn't empathy vs. efficiency — it's AI-powered empathy.
Leadership, Coaching & Culture
I don't just build processes. I build cultures. The people I lead don't just perform. They grow. They stay. They become leaders.
Career
My Career Story
From service operations to enterprise experience architecture.
The Operator
Hospitality, events, and LatAm expansion. Learned that CX is the entire business model, not a department. Built operational frameworks at scale.
The Strategist
SaaS lifecycle ownership, Amazon-scale operations. Built performance culture, CRM transformation, automation. Learned systems thinking at world-class scale.
The CX Executive
Fintech payments (SpotOn) and enterprise SaaS (Gigamon). Transformed broken CX functions, built CS operating models from scratch, earned industry recognition.
Alignment
Direct Role Alignment
How my experience maps to what you need right now.
What you need
What I bring
What you need
Lead enterprise and fintech customer onboarding; drive fast activation and clear time-to-value
What I bring
At Gigamon, I designed a 16-week enablement roadmap for Fortune 500 accounts. At SpotOn — a payments platform — I led onboarding and adoption for fintech/POS customers.
What you need
Manage renewals, expansions, and strategic relationships
What I bring
Currently accountable for renewals and expansion across a $100M+ ARR portfolio. I lead multi-threaded stakeholder plans, risk mitigation, and executive engagement.
What you need
Build relationships with founders, operators, and compliance leaders
What I bring
At SpotOn, I partnered with national franchise groups. At Enrique Tomas, I managed partners across two continents. I speak the language of founders, not just CSMs.
What you need
Design and document scalable Customer Success playbooks
What I bring
At Gigamon, I built the six-pillar operating model from scratch — with governance assets that became the standard. I don't adopt playbooks. I write them.
What you need
Define CS metrics and reporting frameworks
What I bring
My work is anchored in metrics: CSAT, SLA, NPS, retention, expansion. At SpotOn, I built the measurement infrastructure that took us from 35% to 96% CSAT.
What you need
Build foundations to scale the CS team over time
What I bring
At Gigamon, I scaled hiring across Mexico City and Brazil. At Amazon, I built leadership systems that improved new-hire productivity by 35%.
What you need
Experience in fintech, payments, SaaS infrastructure, or regulated environments
What I bring
SpotOn is a payments and POS platform. Gigamon operates in cybersecurity — a heavily regulated environment. Native bilingual English/Spanish, born and raised in Mexico City.
Results
Proven Results
Numbers that back the narrative.
SpotOn — CX transformation at a fintech payments platform. Implemented feedback loops, continuous improvement, and workforce restructuring.
SpotOnGigamon — Fortune 500 enterprise portfolio ownership, Americas.
GigamonEnrique Tomas — Revenue growth in 2 years. Americas expansion.
Enrique TomasGigamon — Six-pillar CS operating model built from scratch.
GigamonSpotOn — Recognition for customer support excellence.
SpotOnEnrique Tomas — Business units launched across Latin and North America.
Enrique TomasAmazon — KPI improvement + 35% new-hire productivity increase.
AmazonSpotOn — SLA achievement in client experience operations.
SpotOnTestimonials
What My Colleagues Say
Real recommendations from real leaders.
“A must-have for any organization looking to elevate their customer experience to the next level... a deep-seated obsession with understanding and exceeding customer expectations... His strategic insights have not only driven operational efficiencies but have also positioned our company as a leader in customer-centric innovation.”
CRO · iugu (Brazilian Fintech)
Action Plan
First 90 Days
How I operate: a preview.
- Conduct deep-dive interviews with every current customer stakeholder — from Banco Industrial's treasury team to Spin by OXXO's integration leads.
- Map the existing customer lifecycle: where are the handoffs, where does time-to-value stall, where is churn risk highest.
- Align with Edrizio, Beto, Camilo, and leadership on CS vision, priorities, and success metrics.
- Audit existing tools, processes, and documentation.
- Shadow Product, Engineering, Sales, and Compliance to understand cross-functional dynamics.
Vision
The CXO Trajectory
I see this role as the beginning, not the ceiling.
Sr. Director
I build the CS function — playbooks, team, metrics, governance — and drive the retention, adoption, and expansion outcomes that secure Kira's next fundraise.
VP / Head of CX
I expand scope to own the full customer experience — integrating CS, onboarding, support, and client operations into a unified function that feeds Product, Sales, and Engineering.
CXO / COO
I become the executive who owns the customer across the organization. In a company where the product IS financial infrastructure, the person who understands how customers experience that infrastructure is a founding executive.
Let's Connect
Let's Build Something That Lasts
Kira is building financial infrastructure for the next generation of the digital economy. You've proven the product, secured the funding, landed enterprise clients — and now you need someone to build the customer experience engine that turns early traction into durable, compounding growth.
I don't want to manage customer success at Kira. I want to build the customer experience institution that helps Kira become the defining fintech infrastructure company in Latin America and beyond.
The first step is this role. The journey is much bigger.
“Very soon, every fintech product will be powered by stablecoins and AI. At Kira, we're making that future happen faster.”
— Edrizio De La Cruz, CEO & Co-Founder, Kira Financial Technology
"The outcome of focusing on the experience is retention and growth."
— Alfredo Guillen