Carolina Torres

Customer Success Manager @ Extendly For HighLevel

About

I’m passionate about driving meaningful customer outcomes and cultivating long-term growth. As a Customer Success Manager at Extendly, I lead with intention, improving product adoption, achieving 100% CSAT, and building systems that scale. I’ve created and maintained SOPs for onboarding, CRM setup and implementation workflows, all aligned with our company’s mission to empower GoHighLevel agencies at every step of the customer lifecycle. With roots in SaaS and tech onboarding, I specialize in developing scalable processes that reduce churn and ensure smooth transitions from sale to success. I thrive in collaborative environments, where my curiosity and discipline fuel both innovation and consistency. Beyond my professional drive, I channel patience and creativity through painting and coloring, skills that mirror my approach to problem-solving and delivering exceptional customer experiences. Whether I’m training clients, optimizing journeys, or mentoring a team, I’m driven by a simple goal: help people succeed with confidence and clarity. Let’s connect if you’d like to talk Customer Success best practices, SaaS retention strategies, or building onboarding systems that last. Professional Skills Customer Success | CRM Implementation | SaaS Retention Strategies | Onboarding & Activation | Churn Reduction | Process Automation | SOP Development | Technical Onboarding | Project Coordination | Cross-Functional Collaboration | Customer Education | AI & Automation Tools | HighLevel (GHL) Domain Knowledge SaaS | CRM Platforms | Customer Experience (CX) | White-Label Services | Agencies & Consultants | Digital Marketing | Technical Support | B2B Tech | Client Onboarding | Customer Success at Scale | Operations & Implementation Strategy

Country

Brazil

City

Curitiba

Industry

Computer Software

Skill

Customer Success, Leadership, Team Collaboration, Recruiting, Talent Pipelining, Pipeline Construction, Applicant Tracking Systems, Logistics Management, English as a Second Language (ESL), Teaching English as a Foreign Language, Grammar, Classroom Instruction, Bilingual Education, Instructional Design, Education Strategy, Language Teaching, Software Implementation, Employee Training, Team Leadership, Agile Project Management

Experience

Customer Success Manager

Extendly For HighLevel

2025-1 - Present · 1 yr 9 mos

Brazil

As a Customer Success Manager, I co-lead the Implementation Team at Extendly, supporting marketing agencies who resell GoHighLevel as a SaaS. I manage the post-sale onboarding journey, ensuring clients successfully launch our tech stack, 24/7 support software, white-label onboarding, and snapshots solutions. I host strategic coaching calls focused on GHL, client onboarding, and sales to drive our client’s success and growth. Internally, I develop SOPs, train and mentor implementation specialists, and optimize onboarding workflows to align with our mission and customer outcomes. Certified GHL Admin with 3+ years of hands-on experience.

WhiteLabel Onboarding Manager

Extendly For HighLevel

2023-5 - 2025-1 · 1 yr 9 mos

Venezuela

Designed end-to-end onboarding SOPs to streamline client setup, improve adoption, and reduce churn, aligned with GoHighLevel updates and SaaS agencies' requirements. Co-led the creation and expansion of Extendly’s White-Label Onboarding Department, serving GoHighLevel agencies globally. Trained and mentored 15+ implementation specialists on tools, strategy, tech support and performance. Onboarded agencies into Extendly’s services, including GoHighLevel internal software configuration. Collaborated with developers, support teams and customer success to streamline processes, address bugs, gather feedback, and escalate feature requests.

Operations Manager

Property Results Marketing

2021-4 - 2022-5 · 1 yr 2 mos

Venezuela

Managed post-sale client experience, ensuring seamless adoption of GoHighLevel CRM and marketing tools for real estate clients. Oversaw account creation in GoHighLevel, ad campaign setups, and CRM configurations. Developed SOPs and automations for operations, onboarding, and offboarding for media, implementation and support teams. Delivered performance reports, led check-ins, and managed client lifecycle including offboarding. Led internal team training, ongoing coaching and supervised media, customer success and support team members.

Recruitment Coordinator

Diaz Fontanez Group

2021-6 - 2021-8 · 3 mos

Venezuela

As a Recruiting Coordinator, I supported the end-to-end hiring process by managing multiple books of business and candidate pipelines through our CRM. I conducted resume reviews, screened applicants, and coordinated interviews using Acuity Scheduling to ensure a smooth candidate experience and timely client placements. My role involved aligning talent with diverse business needs while maintaining consistent communication with hiring teams and candidates.

English Second Language Instructor

Centro Venezolano Americano CEVAM

2019-8 - 2021-1 · 1 yr 6 mos

Venezuela

Delivered immersive English lessons to students of all ages: children, teenagers, and adults. Created and implemented engaging, didactic activities to support English language learning and acquisition. Led curriculum development for specialized programs, including IELTS preparation and English for medical practitioners. Contributed to inclusive and adaptive learning environments tailored to student needs.