I am a Customer Success specialist with experience in B2B account management, customer retention, revenue expansion, and strategic relationship management in SaaS and technology environments.
I manage customer journeys from onboarding through ongoing success initiatives, using Health Score monitoring, QBRs, NPS, and CSAT to identify risks, demonstrate value, and reduce churn.
I have a consultative approach to upsell and cross-sell negotiations, focused on increasing customer lifetime value, average ticket size, and long-term account growth.
I am experienced in coordinating cross-functional teams, improving support and customer success processes, and collecting customer feedback to support product improvements.
My background also includes customer service, trade marketing, branding, administrative routines, financial flow control, invoicing, and performance reporting.
I bring emotional intelligence, friendly communication, consultative negotiation, and a strong commitment to delivering measurable customer outcomes.
I develop and maintain relationships with key clients, acting as a primary point of contact and ensuring their needs are understood and addressed.
I identify customer requirements, offer tailored solutions, prospect business opportunities, and monitor market trends and competitors. I also adapt relationship and service strategies to support business growth.
I managed a strategic portfolio of B2B customers, aligning client expectations with product delivery and leading cross-functional efforts to optimize support and customer success processes.
I implemented QBR routines to demonstrate ROI to stakeholders and drove initiatives focused on reducing churn and increasing average ticket value through account expansion strategies.
I created and managed the complete customer journey, including onboarding and ongoing activities. I monitored Health Scores to identify churn risks proactively and improve customer engagement.
I mapped processes to improve Time to Value for new clients, analyzed performance indicators, and collected feedback for the Product team.
I built solid experience in customer relationship management, point-of-sale negotiation, strategic support, performance reporting, and brand exposure activities.
I also handled administrative routines, including schedule organization, cash flow control, invoice issuance, and operational support to improve financial organization and process efficiency.
Bachelor's Degree, Human Resources Management
Bachelor's degree studies in Human Resources Management.
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