Senior Customer Success Manager

I manage a $6.5M portfolio of large enterprise SaaS accounts across the full customer lifecycle, including onboarding, adoption, renewals, and expansion. The portfolio delivers 114.7% net dollar retention.

I lead strategic relationships with customers including Texas Department of Transportation, Cargill, and Harvard University. I use Gainsight customer-health and usage data to identify risks and growth opportunities, run monthly account meetings and QBRs, and partner with Sales and Product stakeholders on upsell, cross-sell, and product-feedback initiatives.

I led a team of eight, including four Renewal Account Managers and four Digital Customer Success Managers, responsible for $43M ARR across more than 2,300 LATAM Growth accounts. I hired four team members and developed onboarding and enablement playbooks.

I reduced churn from 19% to 12% by implementing standardized account-health assessment workflows. I also increased multi-year renewals from 6% to 24% of deals and built segmented Gainsight and Outreach programs for renewals, at-risk customers, and expansion opportunities.

I co-built an AI commercial agent that recommended the next best offer for each client. I mapped Salesforce fields, translated business rules into formulas, and validated early model outputs as the business owner to improve accuracy.

I built retention and account-health dashboards in Power BI and Snowflake using Salesforce, Gainsight, and Pendo data. The AI initiative reduced new-hire ramp time from six months to two months and the reporting work improved forecast accuracy.

I analyzed customer data to identify churn risks and retention trends in the SaaS segment. I streamlined the Sales-to-Account Management handoff process for enterprise contracts.

I also delivered Salesforce training to support consistent adoption and improve operational effectiveness across teams.

Bachelor's Degree in Mechanical Engineering. Located in Belo Horizonte, Brazil.