Alfredo Guillen × Kira Financial Technology

Alfredo Guillen × Kira Financial Technology
Sr. Director, Customer Success — and Beyond
The Builder Kira Hasn't Hired Yet
The Builder Kira Hasn't Hired Yet
You don't need someone who can manage customer success. You need someone who can build it — from the ground up, in a market that doesn't forgive slow time-to-value.
My name is Alfredo Guillen. 15 years building customer-facing operating models across enterprise SaaS, payments infrastructure, and high-growth operations.
$100M+ ARR
Fortune 500 portfolio at Gigamon
Fintech
Client experience at SpotOn payments
LatAm
10 business units across Latin America
Why Kira, Why Now
A Conviction, Not an Application
Infrastructure, Not Software
Kira builds the rails — a unified API for AI-powered, stablecoin-based financial products. Clients aren't buying a tool; they're betting their financial stack on you. CS here is a strategic trust engine.
Surgical Timing
$3M revenue in year one, $6.7M seed round, partnerships with Banco Industrial, Spin by OXXO, and a global brick-and-mortar giant. Post-traction, pre-scale — the exact inflection point where CS becomes the growth engine or the bottleneck.
A Personal Mission
I grew up in Mexico City. I've led teams across Latin America. When Kira enables fund transfers from the U.S. to Mexico in minutes, that's not a press release — that's someone's family getting money faster.
A Singular Founding Team
Edrizio: first Latino Visiting Partner at YC, co-founded Arcus (sold to Mastercard). Beto: first PM at Clip and Stori. Camilo: co-founded Littio (YC23). Working alongside this team is an education and a multiplier.
My Career Story: The Through-Line
From hospitality operations to enterprise SaaS — every chapter follows the same thread: take something complex, make it work for people, build it to last.
The Operator
2010–2019 · Hospitality & events · P&L ownership · 500% revenue growth at Enrique Tomas · 10 business units across the Americas
The Strategist
2020–2023 · SaaS lifecycle strategy · 35% CSAT lift at Akibana · Amazon: 90%+ CSAT, 30% efficiency gains, 30% faster resolution
The CX Executive
2023–Present · SpotOn: CSAT 35% → 96%, G2 Best Support 2024 · Gigamon: six-pillar CS framework, $100M+ ARR portfolio
Direct Role Alignment
How my experience maps to what Kira needs right now.
Enterprise Onboarding & Time-to-Value
Designed a 16-week enablement roadmap for Fortune 500 accounts at Gigamon. Led fintech onboarding at SpotOn. I know what time-to-value means when the product is financial infrastructure.
Renewals, Expansion & Strategic Relationships
Accountable for renewals and expansion across a $100M+ ARR portfolio. Multi-threaded stakeholder plans, risk mitigation, and executive engagement across the Americas.
Scalable CS Playbooks
Built Gigamon's six-pillar operating model from scratch — Onboarding, Enablement, Adoption, Renewals, Expansion, Advocacy — with governance assets that became the standard. I don't adopt playbooks. I write them.
Fintech, Payments & Regulated Environments
SpotOn is a payments platform. Gigamon operates in cybersecurity. I've navigated compliance-sensitive relationships my entire career — and understand the LatAm regulatory landscape from the ground.
The CXO Vision
Customer experience at Kira is not a department. It will become the central nervous system of the company.
1
Sr. Director
Build the CS function — playbooks, team, metrics, governance. Drive retention, adoption, and expansion to secure Kira's next fundraise.
2
VP / Head of CX
Own the full customer experience — CS, onboarding, support, and client ops unified into one function feeding Product, Sales, and Engineering.
3
CXO / COO Trajectory
The executive who owns the customer across the organization — translating infrastructure experience into operational and strategic decisions.
Proof Points: The Highlight Reel
Five results that tell you exactly what I'll do at Kira.
CSAT at SpotOn
From 35% → 96%. G2 Best Support 2024. Proof I can fix a broken fintech client experience systematically.
CS Pillars Built
Gigamon's full operating model from scratch at $100M+ ARR — the exact playbook-building Kira needs.
Revenue Growth
In 2 years at Enrique Tomas across Latin & North America — the exact geographies Kira is targeting.
Efficiency Gains
CRM migration & automation at Amazon scale. 30% faster resolution. 90%+ CSAT sustained.
SLA Achievement
At SpotOn, serving banks and enterprises — the same client profile Kira serves across 35+ countries.
The First 90 Days
A structured, outcomes-driven entry plan — built to generate alignment fast and compound value from day one.
Let's Build Something That Lasts
"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
15 Years Building
Payments, enterprise SaaS, and Latin American markets — always outcomes over activity, systems over heroics.
A Mission, Not a Role
Kira's mission — stablecoins and AI for the underbanked — resonates personally, professionally, and strategically.
The First Step
Sr. Director, Customer Success. The journey is much bigger. Let's talk about what comes next.
Alfredo Guillen · Mexico City, MX · alfggdv@gmail.com · +52 56 1385 4365 · linkedin.com/in/own-the-experience