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I am a customer success professional with solid experience in EdTech and FinTech, focused on managing key performance indicators such as NPS, CES, SLA, and churn rate to maximize customer satisfaction and reduce churn. I'm open to relocation to Europe and Latin America. I excel at client retention and loyalty, and I collaborate with cross-functional squads (CS, Product, and Sales) to optimize onboarding, support processes, and product adoption. Proficient with tools like Zendesk, HubSpot, and CRM systems, I enjoy mentoring teammates and turning data into action to improve the customer journey.…I am a customer success professional with solid experience in EdTech and FinTech, focused on managing key performance indicators such as NPS, CES, SLA, and churn rate to maximize customer satisfaction and reduce churn. I'm open to relocation to Europe and Latin America. I excel at client retention and loyalty, and I collaborate with cross-functional squads (CS, Product, and Sales) to optimize onboarding, support processes, and product adoption. Proficient with tools like Zendesk, HubSpot, and CRM systems, I enjoy mentoring teammates and turning data into action to improve the customer journey.

Gustavo Souza Ferreira

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I am a customer success professional with solid experience in EdTech and FinTech, focused on managing key performance indicators such as NPS, CES, SLA, and churn rate to maximize customer satisfaction and reduce churn. I'm open to relocation to Europe and Latin America. I excel at client retention and loyalty, and I collaborate with cross-functional squads (CS, Product, and Sales) to optimize onboarding, support processes, and product adoption. Proficient with tools like Zendesk, HubSpot, and CRM systems, I enjoy mentoring teammates and turning data into action to improve the customer journey.…I am a customer success professional with solid experience in EdTech and FinTech, focused on managing key performance indicators such as NPS, CES, SLA, and churn rate to maximize customer satisfaction and reduce churn. I'm open to relocation to Europe and Latin America. I excel at client retention and loyalty, and I collaborate with cross-functional squads (CS, Product, and Sales) to optimize onboarding, support processes, and product adoption. Proficient with tools like Zendesk, HubSpot, and CRM systems, I enjoy mentoring teammates and turning data into action to improve the customer journey.

Available to hire

I am a customer success professional with solid experience in EdTech and FinTech, focused on managing key performance indicators such as NPS, CES, SLA, and churn rate to maximize customer satisfaction and reduce churn.

I’m open to relocation to Europe and Latin America. I excel at client retention and loyalty, and I collaborate with cross-functional squads (CS, Product, and Sales) to optimize onboarding, support processes, and product adoption. Proficient with tools like Zendesk, HubSpot, and CRM systems, I enjoy mentoring teammates and turning data into action to improve the customer journey.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Advanced

Spanish; Castilian

Intermediate

Work Experience

Customer Success Specialist - Mid Level

September 30, 2025 - September 30, 2025

Led onboarding and ongoing customer success activities for Brazilian and Latin American clients in a SaaS environment. Provided technical and educational support from account setup to activation of key platform features. Collaborated with Customer Success and Product teams to reduce friction, anticipate client needs, and ensure complete customer satisfaction. Managed activation and performance metrics (FCR, churn rate, CSAT), contributing to insights for continuous improvement and product evolution. Produced educational content and tutorials for Dubble, focusing on user autonomy and technical success.

Inbound Inside Sales Analyst at Stone Pagamentos

October 1, 2024 - October 1, 2024

Led sales processes for financial products, including transaction machines and insurance via digital channels, with a focus on personalized and efficient service. Identified customer needs and delivered appropriate solutions to increase loyalty and retention. Monitored sales KPIs and performance through Google Sheets and Salesforce, aiming to increase LTV and ensure consistent follow-ups.

Customer Success Consultant at Descomplica

December 1, 2023 - December 1, 2023

Provided multi-channel support (chat, email, phone), focusing on student retention, issue resolution, and customer satisfaction using HubSpot and Zendesk. Mentored new hires in internal systems and the role of the support consultant, contributing to improved team performance. Analyzed service volume data and defined strategies to optimize KPIs, including response time and CSAT. Developed engagement actions to reduce churn and increase student satisfaction.