Mario Hernandez Interactive Resume

Professional Summary

Strategic SaaS Business Leader with expertise in Customer Success Operations, direct Customer Engagement, and M&A integration. Focused on driving retention, growth, and value across the customer lifecycle by building scalable processes, optimizing onboarding and success programs, and aligning cross-functional teams across global business segments (Supporting 175 CSMs). Experienced in leveraging data to create scalable solutions, delivering executive-level communication, and thriving in fast-paced, ambiguous start-up environments.

Career Progression

This chart provides a visual overview of my career journey, highlighting the duration of each role. It demonstrates a consistent path of growth and increasing responsibility. Bars are color-coded by employer for clarity, and you can hover over any bar to see the specific role and its tenure.

Legend:

Smartsheet

Brandfolder

2U Inc.

FirstBank

CU Boulder

Detailed Roles

My professional history includes roles in operations, management, and customer success. You can use the filters below to highlight roles from a specific company.

Gainsight Implementation & Adoption

Created Renewal Success Plans, documentation, and templates.
Transitioned Customer Health Scores from Smartsheet to Gainsight dashboards.
Managed Annual Account Transitions, territory planning, and account distribution.
Developed a Gainsight Inventory (Templates, Journeys, Playbooks, etc.) for CSMs.
Attended Gainsight's Pulse 2024 Conference and delivered team enablement on new resources.

SMAR BF

Building Account Sheets for CSMs

Learned and applied Smartsheet Automations and Workflows from scratch.
Collaborated with IT/BI to merge and ensure accurate data from Snowflake, Salesforce, and Tableau.
Owned data management, annual process iteration, documentation, and troubleshooting.

SMAR BF

Creating MBO Program for CSMs

Tied Management by Objectives (MBOs) to variable compensation, documented in Workday.
Led cross-functional collaboration with HR, BI, and Senior CS Leadership.
Ensured data validation and reliability from Salesforce, Tableau, and Workday.
Audited data quarterly for accuracy, resulting in only one pay discrepancy in two years (due to user error).

SMAR BF

Managing User Subscription Model Transition

Focused on CS Operations for a complex, company-wide product rollout.
Addressed customer confusion regarding billing and license true-ups.
Contributed to the relaunch campaign, focusing on enablement, communication plans, and data integrity audits for CSMs.

SMAR

Leading Quarterly Reviews (QBRs)

Gathered and synthesized data from BI, Analysts, and Finance.
Demonstrated leadership and executive presence during QBR presentations.
Ensured collaboration and data integrity for Senior Leadership review.

SMAR BF 2U

Forecast Reporting & Automation

Built a series of reports, automations, and workflows in Smartsheet to aid Sr. Leaders in monthly/quarterly forecasting.
Created a "source of truth" documentation hub and dashboards for weekly forecast meetings.
Required regular data validation across multiple departments (Sales, BI, RevOps) and knowledge of Salesforce Connectors.

SMAR BF

Documentation & Enablement

Managed change during the transition from Seismic to Highspot, auditing all assets.
Created dozens of SOPs, Playbooks, and Guides for Directors, Managers, and CSMs.
Developed regular communication plans (Email, Slack, Newsletters) for the CS organization.

SMAR BF 2U

New Program Launch (UNC Chapel Hill)

Instrumental in launching a new graduate program (Master of Public Health) for an Enterprise-level customer.
Partnered with university stakeholders to establish scalable processes, ensuring program success and strong retention.

Technical Skills

SQL (Intermediate)
Salesforce
Gainsight
Tableau
Smartsheet
Workday
Seismic & Highspot
Google & Microsoft Suites

Strategic & Operational

Customer Success Operations
Strategic Planning
Business Process Design
M&A Integration
Cross-Functional Leadership
Scalable Program Management
Data Analysis & Forecasting
Executive Communication

Languages

Native Spanish Speaker

Professional Certifications

2025 Core Product Certified Smartsheet (Issued: Aug 2023, Updated: Aug 2025)
Intermediate SQL DataCamp (Issued: Oct 2025)
Leading Diversity, Equity, and Inclusion Northwestern University (Issued: May 2021)

University of Denver - Daniels College of Business

Master of Business Administration - MBA, Business Administration and Management, General

2018 - 2019

Skills:

Team Management · Team Building · Project Management · Google Applications · Diversity, Equity, Inclusion, and Belonging (DEIB) · Team Leadership · Business Operations Management · Customer Service

University of Northern Colorado

Bachelor of Science (B.S.), Business Administration with an Emphasis in Management

2009 - 2013

Activities and societies:

Pi Kappa Phi Fraternity, President's Leadership Program, Residence Hall Association, Housing and Residential Education, Cesar Chavez Cultural Center

Skills:

Student Affairs · Higher Education · Team Building · Residence Life · Google Applications · Higher Education Administration · Diversity, Equity, Inclusion, and Belonging (DEIB) · Team Leadership

Thornton High School

High School Diploma, General Education

International Baccalaureate Diploma

2005 - 2009

Activities and societies:

IB Student Council, National Honor Society, Key Club International, French Club

PDF Resume

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