Customer Success Leader

Led and coached Customer Success and Support teams in a remote B2B AdTech environment. Managed hiring, onboarding, training, one-to-ones, feedback, performance management, and career development.

Owned Customer Success and Support operations, tracking SLA compliance, FRT, TTR, CSAT, ticket backlog, churn, and NRR. Developed success plans, QBRs, training, and product demonstrations for strategic B2B partners.

Served as the senior escalation point, coordinating with Product, Engineering, Operations, and Partnerships. Improved lifecycle processes across onboarding, adoption, retention, and expansion, while creating the Zendesk Help Center, internal documentation, and scalable self-service resources.

Analyzed operational trends, recurring issues, and Voice of Customer feedback to drive improvements in processes, documentation, product experience, retention, and customer outcomes.

Managed a D2C e-commerce customer portfolio across onboarding, engagement, retention, renewal, and long-term value.

Identified customer needs, product friction points, and churn risks, collaborating with Product, Warehouse, and Marketing teams to improve the customer journey.

Improved support documentation, workflows, and knowledge-sharing processes to create more scalable support operations, reduce response times, and decrease operational dependency.

Provided high-volume remote customer support for the UK B2C market, primarily through phone channels, addressing technical, account, and service-related issues.

Troubleshot complex cases, maintained accurate case documentation, managed escalations, and coordinated with specialist teams to achieve timely resolution.

Built customer trust through clear communication, ownership, structured problem solving, and customer relationship management.

Delivered B2C customer support and retail sales services for Vodafone Portugal, from needs discovery and product recommendations through purchase and after-sales support.

Managed renewals, upselling, cross-selling, retention activities, and commercial support while maintaining service quality and a positive customer experience.

Handled formal customer complaints by balancing customer needs, commercial objectives, and service standards.