Open to opportunities

Amanda Pontes

@amandapontes

Message

Customer Success Manager designing lifecycle and data-driven playbooks to reduce churn and accelerate expansion.

Brazil

Message

What I'm looking for

I’m looking to build and scale customer success programs in fast-growing B2B SaaS environments—using lifecycle strategy, customer health, and cross-functional collaboration to reduce churn, drive expansion, and accelerate time-to-value.

I’m a Customer Success Manager with 3+ years managing SMB and mid-market portfolios in high-growth, digital-first B2B environments. I focus on designing scalable CS infrastructure—lifecycle frameworks, health and performance metrics, and proactive initiatives—that reduce churn and accelerate time-to-value. I also operate as a strategic partner to Product, Sales, and Operations, translating customer data into cross-functional improvements.

In my recent roles, I’ve led end-to-end customer lifecycle work, including churn analytics dashboards and Voice of the Customer programs that surface recurring friction and drive retention. I also co-led a HubSpot CRM implementation that reduced CSM manual workload by 40%, and I optimized SLA response times and standardized high-volume account management through scalable playbooks and SOPs.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Fraud Deflect

May 2025 - Present (1 year)

Managed and grew ~40 SMB and mid-market fintech accounts (~$400K+ ARR), driving retention and expansion with 90%+ upsell performance. Built the end-to-end customer lifecycle and churn analytics with Product/Sales/Onboarding, and co-led HubSpot CRM integrations/automations that cut CSM manual workload by 40%.