SUMMARY

Julia is a Customer Success Manager and Team Leader with extensive experience in SaaS, team leadership, and customer lifecycle management. Proven ability to reduce churn, optimize onboarding, and drive revenue growth through expansion strategies. Strong expertise in customer health scoring, process automation, and data-driven decision-making to enhance retention and NRR. Passionate about scaling customer success operations and building high-performing teams.

CORE COMPETENCIES

🔹 Customer Success Strategy • Account Management • Customer Retention & Expansion;

🔹 Onboarding Optimization • Churn Mitigation • NPS & Customer Health Scoring;

🔹 SaaS Customer Success • Revenue Growth & Upselling • Process Automation;

🔹 Cross-Functional Collaboration • Data-Driven Decision-Making • Stakeholder.

PROFESSIONAL EXPERIENCE

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able.digital (Americas Market) Customer Success Manager Lead (Customer Success Strategist | Account Manager Lead) August 2024 – Present

• Led and mentored a team of CSMs, driving high-impact strategies that improved retention and customer outcomes.
• Designed the customer onboarding process, reducing implementation time and accelerating first-month adoption rates.
• Developed and optimized KPIs (NPS, Churn, LTV, Expansion Revenue), translating insights into strategic initiatives.
• Aligned CS with product and sales teams, creating cross-functional frameworks that increased upsell opportunities. </aside>

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SleekFlow (Americas Market) Customer Success Manager (Account Manager | SaaS Client Success Lead) August 2023 – September 2024

• Led and mentored a team of CSMs, driving high-impact strategies that improved retention and customer outcomes.
• Designed the customer onboarding process, reducing implementation time and accelerating first-month adoption rates.
• Developed and optimized KPIs (NPS, Churn, LTV, Expansion Revenue), translating insights into strategic initiatives.
• Aligned CS with product and sales teams, creating cross-functional frameworks that increased upsell opportunities.
• Acted as a strategic advisor to enterprise clients, driving customer advocacy and business alignment. </aside>

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TIDY (US Market) Customer Success Representative February 2023 – July 2023

• Automated invoice workflows using JavaScript, reducing late payments by 75% and improving revenue collection.
• Served as an escalation point for high-priority accounts, ensuring swift resolution and improved CSAT scores.
• Strengthened cross-functional collaboration, working with product and support teams to enhance customer experience.
• Improved customer satisfaction by 22% through proactive communication and process optimizations. </aside>

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Convenia (BR Market)

Onboarding Analyst (Customer Onboarding Manager) October 2022 – February 2023

• Redesigned the data import and onboarding process, reducing setup time by 15%.
• Enhanced security protocols for documentation handling and data entry, improving compliance.

Onboarding Assistant (Implementation Specialist) October 2021 – October 2022

• Implemented an internal dashboard for project tracking, leading to an 80% on-time project delivery rate.
• Optimized onboarding workflows, enhancing team organization and efficiency. </aside>

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American Chamber of Commerce for Brazil (Worldwide)

Customer Success Intern March 2021 – September 2021

• Supported C-level executives in executing 8+ cross-industry projects, improving strategic engagement.
• Facilitated B2B connections, leading to a 1% increase in partnership agreements. </aside>

EDUCATION

FEDERAL UNIVERSITY FOR LATIN AMERICAN INTEGRATION, Foz do Iguaçu, PR Bachelor’s Degree in International Relations

SKILLS

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Languages

• Portuguese (Native)
• English (Fluent)
• Spanish (Advanced)
• Mandarin (Beginner) </aside>

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Customer Success & Strategy

• Customer Journey Mapping
• Retention & Churn Mitigation
• Data-Driven Decision-Making
• Account Expansion & Upselling </aside>

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Leadership & Operations

• Team Development & Coaching
• Stakeholder Management
• Change Management
• Cross-Functional Collaboration </aside>