Lead with trust. Build lasting impact.
Hey! I'm Marita
Strategic CX Director
Best-Selling & Award Winning Author
Speaker
“Leadership is shaped by the values we hold, proven by the results we deliver, and deepened by the people we lift along the way. It's the hard conversations we don't avoid, the compassion we bring to hard calls, and the courage to build something meaningful.”
A seasoned leader and speaker with 14+ years of experience guiding Technical Support and Support Engineering teams through high-growth environments, including Pre- and Post-IPO stages. Marita has partnered with Fortune 500 customers and built high-performing global teams that align support strategy with business objectives, drive operational excellence, and strengthen crisis response and execution at scale. She is known for developing scalable support operations that improve performance, streamline processes, and enable sustainable team growth.
She has led regional and global teams focused on driving technical success across the entire customer lifecycle, from onboarding and adoption through scale, retention, and long-term growth. Throughout her career, she has built scalable support organizations that improved customer outcomes, achieving 97% CSAT, reducing churn risk by 30%, and protecting more than $150M in ARR through proactive, high-quality support operations.
Marita is known for building empowered teams and developing leaders who thrive. Her leadership approach centers on trust, connection, accountability, and creating environments where people feel supported to grow and do their best work.
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At 25, I left the only home I'd ever known, Puerto Rico, for a leap into the unknown, arriving in San Francisco with three suitcases and a gut feeling I couldn't ignore.
That leap became my first lesson in leadership: learning to lead myself through it all, before I ever led anyone else. Part memoir, part leadership, part personal growth, this book combines real-life stories with actionable lessons.
Best Selling. Award Winning. Must-Read.
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A Renegade’s Journey to Stillness is a timely and moving debut that seamlessly blends memoir and personal growth. Marita traces her path from her Puerto Rican roots to the ever-evolving world of Silicon Valley and, ultimately, to the fast-moving rhythm of New York City’s tech scene. This compelling and transformative narrative explores what it truly takes to heal and embrace growth.
I share what I’ve learned about healing, growth, and what it means to lead with moral courage. This book is about the values that lead us, the conversations that change us, the quiet moments that ground us, the radical act of standing firm in who you are, to create authentic conversations and create meaningful connections.
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The show explores the minds and lives of people from all walks of life, including leaders, creatives, thinkers, and thought leaders. Through candid conversations, guests share the challenges they’ve faced, the insights they’ve gained, and the mindsets that drive their growth. Their stories inspire listeners to navigate their own journeys with clarity, courage, and authenticity.
