Sr. Director, Customer SuccessAlfredo
Guillen
“I lead with intention. I build with purpose.”
15+ years building customer experience engines that turn early traction into durable growth — from fintech payments to enterprise cybersecurity and restaurant operations.
Companies I've Built With
Research
Why Kira Financial Technology
I come to Kira with intention. 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 is 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. Kira is post-traction and pre-scale — the exact inflection point where CS becomes the growth engine that compounds everything you've built.
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 know firsthand how financial tools transform lives when they reach the right people. When Kira partnered with Spin by OXXO to enable fund transfers from the U.S. to Mexico in minutes, that's someone's family getting money faster — that's real impact.
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 is an education, a multiplier, and exactly the environment where I generate the most impact.
Values Alignment
Your Values. My Evidence.
Every Kira value has a story in my career.
Underdog Grit
Kira values those who build from the ground up, with no shortcuts.
My evidence
From restaurant operations to CX executive — every step was earned, not inherited.
Financial Inclusion
Kira's mission is reaching one billion underbanked people.
My evidence
LatAm roots, native bilingual, based in Mexico City — I live the reality Kira seeks to transform.
Builder Mentality
Build from zero, not inherit structures.
My evidence
Built CS from zero at SpotOn and Gigamon. Six-pillar operating model that became the company standard.
Sequential Focus
Master one product/market before expanding.
My evidence
In every role: first diagnose, then systematize, then scale. Never in reverse.
Customer Empathy
Every customer is a relationship cultivated with intention.
My evidence
From 35% to 96% CSAT. "Own the Experience" — my personal brand is synonymous with customer obsession.
Philosophy
Own the Experience
Where business, people, and technology intersect.
Experience Ecosystems
Customer experience is the central nervous system of a company. Every interaction generates strategic intelligence that drives growth.
Technology & Operational Transformation
AI empowers people to do more with less friction. Empathy amplifies when technology removes the repetitive and frees space for the strategic.
Leadership, Coaching & Culture
I build cultures where people grow, stay, and become leaders themselves. Processes are the vehicle; human growth is the destination.
Career
My Career Story
From service operations to enterprise experience architecture.
The Operator
2010-2019Director of Operations, Americas
Enrique Tomás · 2017-2019- 500% revenue growth in 2 years
- 10 business units launched across Latin and North America
- Franchise partner success programs (playbooks, KPIs, training)
- Regional operating frameworks supporting 20% annual growth
Executive Operations Support
Hipódromo de las Américas · 2015-2017- 25,000+ patrons weekly
- Cross-functional alignment at scale
Hospitality, events, and LatAm expansion. Learned that CX is the entire business model, not a department. Built operational frameworks at scale.
The Strategist
2020-2023Customer Service Manager
Amazon · 2021-2023- Multi-region customer operations — quality, efficiency, compliance
- KPIs improved 30%, new-hire productivity up 35%
- CRM migration: 30% efficiency gains, 30% reduction in resolution time
- 90%+ CSAT sustained
Director of Operations, Strategy and Experience
Akibana Services · 2020-2021- 20% organizational performance improvement
- SaaS customer lifecycle: onboarding, adoption, expansion
- 35% customer satisfaction increase via CRM transformation
- 25% operational efficiency via Lean Six Sigma
SaaS lifecycle ownership, Amazon-scale operations. Built performance culture, CRM transformation, automation. Learned systems thinking at world-class scale.
The CX Executive
2023-PresentManager, Customer Success - Americas Enterprise
Gigamon · 2025-2026- $100M+ ARR Fortune 500 enterprise portfolio
- Six-pillar CS operating model built from scratch
- Team scaling across Mexico City and Brazil
- Launched CS-SE partnership motion for executive technical validation
Senior Operations Manager, Client Experience
SpotOn · 2023-2024- CSAT transformation: 35% to 96%
- G2 Best Support 2024
- 95% SLA achievement
- First-ever Tech Support Summit
- SpotOn Award for Outstanding Performance 2023
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.
Lead enterprise and fintech customer onboarding; drive fast activation and clear time-to-value
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.
Manage renewals, expansions, and strategic relationships
Accountable for renewals and expansion across a $100M+ ARR portfolio at Gigamon. I led multi-threaded stakeholder plans, risk mitigation, and executive engagement with Fortune 500 accounts.
Build relationships with founders, operators, and compliance leaders
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.
Design and document scalable Customer Success playbooks
At Gigamon, I built the six-pillar operating model from scratch — with governance assets that became the standard. I write the playbooks that organizations adopt.
Define CS metrics and reporting frameworks
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.
Build foundations to scale the CS team over time
At Gigamon, I scaled hiring across Mexico City and Brazil. At Amazon, I built leadership systems that improved new-hire productivity by 35%.
Experience in fintech, payments, SaaS infrastructure, or regulated environments
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.
Gigamon — Fortune 500 enterprise portfolio ownership, Americas.
Enrique Tomas — Revenue growth in 2 years. Americas expansion.
Gigamon — Six-pillar CS operating model built from scratch.
SpotOn — Recognition for customer support excellence.
Enrique Tomas — Business units launched across Latin and North America.
Amazon — KPI improvement + 35% new-hire productivity increase.
SpotOn — SLA achievement in client experience operations.
The Person
Beyond the Resume
Born in Veracruz, raised in Mexico City. Native bilingual English/Spanish. I'm finishing my MBA at EGADE (Tec de Monterrey), certified Lean Six Sigma Black Belt, and currently pursuing IBM Data Science, IBM Product Manager, Google AI Product Manager, and AWS Cloud Solutions Consultant certifications. I'm passionate about technology, artificial intelligence, and building things with purpose. I love dogs, great food in CDMX, and believe leadership is about growing people, not just managing outcomes. Founder of companies and AI-first ventures — building the future of customer experience with artificial intelligence.
Amazon — Community Event
Gigamon — Pride + Recognition
EGADE MBA — My Cohort
Conference — Executive Networking
CDMX — Team Dinner
Amazon — Team SessionTestimonials
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.”
Michelle Uema
CRO, iugu (Brazilian Fintech)
Action Plan
First 90 Days
How I operate: a preview.
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 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."