Spain
I’m a customer-obsessed and solution-based B2B SaaS leader with over 15 years of experience helping companies grow through strategic operations, great teamwork, and meaningful customer relationships. Throughout my career, I’ve worked across enterprise and non-enterprise segments, in both ARR and MRR models and transactional revenue—mostly within hospitality and fintech (applied PCI/GDPR compliance and KYC). I’ve built customer success and support functions from scratch, hiring and training incredible teams, designing onboarding and enablement programs, and driving product adoption across the entire customer journey—from onboarding to expansion. I consider myself a systems thinker, love solving problems, simplifying the complex, and creating solutions that scale—whether that means identifying product opportunities, collaborating cross-functionally, or rolling up my sleeves to troubleshoot with a customer. I’ve led global, multilingual teams and developed operational frameworks that empower people to do their best work. Tools I’ve used include Tableau, HubSpot, Salesforce, Jira, Trello, Notion, Confluence, Looker, Mixpanel, Heap, Asana, SugarOKR, Product Fruits, Make.com, Zapier, Claude, OpenAI (Workflow automation tools). Originally from Brazil, partially raised in Italy, and now based in Spain after years living and working in London, I bring a global, multicultural perspective to everything I do. I speak Portuguese, English, Italian, and Spanish—and I thrive on building strong, collaborative relationships across teams, cultures, and time zones. Outside of work, I’m enjoying the beautiful adventure of being a new mum to a wonderful baby boy. 💙
Managed multilingual team supporting 15,000+ global customers; 8 years leading multicultural teams globally. Developed adoption playbooks and health scoring to reduce early-life churn. Maintained 75%+ save rate during COVID-19 via proactive CS initiatives. Streamlined onboarding and lifecycle workflows through cross-functional collaboration with Enablement and Ops. Created Tableau dashboards and Salesforce workflow improvements; delivered executive-level reporting on KPIs and CS metrics.
-Managing a multilingual team of customer success advisors responsible for SiteMinder's EMEA customer base retention (13.000+ customers). -Acting as a liaison between internal teams to ensure our client base is achieving their desired business outcome through SiteMinder platforms, driving adoption, expansion, and advocacy. -Preparing and presenting Customer Success EMEA quarterly results to SiteMinder C-level executives during internal QBRs (Quarterly Business Review).
Retained EMEA accounts (English, Italian, Portuguese) using lifecycle optimization. Coordinated with Sales and Onboarding for cross-sell/upsell readiness. Temporarily relocated to Dallas to support AMER & LATAM operations and train new hires.
Serving over 6k+ users nationwide. Marketing / Business analyst: Implemented 3 specific projects on my own during my time with the company: I) Creation, execution and measurement of Digital Marketing and Business Strategic Planning II) Creation, execution and measurement of the After-sales department III) Organized national events/trade fairs for clients, partners and sales reps. Other activities: • Reporting tools to execute and support direct and interactive marketing initiatives. • Partner Relationship Management to help with national territory growth through partner channels. • Social Media, Website and Online Newsletters content. • Creation and collaboration with the internal FAQ section, providing an excellent support to manuals’/content generation. • Facilitated trainings to improve team buildings and employee performance. • Developed all digital and printed institutional and promotional material.
• Prospect identification and management (both B2B and individual customer accounts). • Goals per month: generation of 40 new accounts – Achieved month target Tasked with negotiating offers and sales with customers as well as providing after-sales support as necessary. • Responsible for meeting sales targets for a range of banking products (insurance, credit cards and savings schemes).