Ken M.
Senior Customer Success Operations Manager
Open to offersNew to PlatformAbout
Ken M. is a seasoned professional leader in Customer Success and Client Success with over a decade of experience in supporting international client operations, particularly within SaaS and business systems. He has excelled in managing complex client relationships while efficiently navigating finance, billing, and business-system integration for a client portfolio based in the EU. Ken M. has a robust background in coordinating cross-functional teams, promoting customer retention, and driving process improvement strategies. His roles at Equinix Inc. and EU Gaming LTD showcased his aptitude for handling finance operations and resolving business-system issues. As a Senior Operations Manager, he leveraged his skills in CRM and SaaS platforms like HubSpot and Salesforce to streamline processes, significantly reducing manual operations. His experience at global heavyweight Amazon.com further solidified his capability in maintaining high-volume operational consistency. Ken M. is also proficient in operational reporting and utilizing AI-assisted tools for workflow enhancement, backed by a solid academic foundation in Applied Mathematics from Carlos Hilado Memorial State University.
Experience
Integration & Support
Equinix Inc. · 2025 — 2026Assisted international clients with finance, billing, invoicing, client relations, and business-system integration. Managed finance and billing activities, ensuring accuracy in account and invoice records. Engaged with US/EU clients to understand their needs, address issues, and ensure prompt follow-through. Supported integration activities and collaborated with internal teams for operational issue resolution. Managed customer requirements and coordinated action items for service continuity.Operations / Finance – Client Relations
EU Gaming LTD. · 2025 — 2025Facilitated SaaS operations, finance workflows, and customer success activities. Managed escalations and operational workflows across various accounts, collaborating with multiple departments to enhance service delivery and communication with customers.Senior Operations Manager
Private Sector · 2020 — 2025Oversaw customer success, billing, finance, and operations for a U.S.-based SaaS organization. Managed customer relationships through onboarding, account management, escalations, and renewals. Coordinated diverse customer and operational requirements with Product, Engineering, Finance, Sales, and Support teams. Developed SOPs, reporting, and automation, decreasing manual processing. Utilized operational data to identify workflow gaps and enhance processes while addressing escalations and customer risks clearly and proactively. Supported finance and billing operations, including payment processing and fraud prevention.Operations Manager
RMS Collect Inc. · 2014 — 2020Directed operations in finance, legal, and telecommunications. Managed high-performing support teams and built enterprise client relationships. Enhanced KPIs through process optimization and structured reporting.Operations Lead
Amazon.com · 2012 — 2014Supported operations in a high-volume environment, ensuring productivity, service quality, and operational consistency. Contributed to ongoing process improvements and developed performance-focused workflows.
Skills & Expertise
Education
- Bachelor of Science in Applied MathematicsCarlos Hilado Memorial State University · — — 2012
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