Open to opportunities

Ana Graça

@anagraa1

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Customer Success Manager driving retention, adoption, and scalable post-sales processes for SaaS and marketplaces.

Portugal

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What I'm looking for

I seek a role where I can improve customer retention and product adoption, influence product strategy, collaborate cross-functionally, and scale post-sales processes in a global, fast-paced company.

I am a Customer Success Manager with 5+ years' experience improving product adoption, reducing churn, and managing post-sales lifecycles for SaaS and marketplace clients, including high-end real estate and enterprise accounts. I build automated workflows, deliver data-driven business reviews, and partner with Sales, Product, Marketing, and Engineering to influence roadmaps and drive measurable customer outcomes.

I have led commercial and customer success strategy across global markets, coordinated hybrid events, and supported executive leadership through cross-functional project coordination. My strengths include stakeholder communication, process optimization, onboarding and training, and designing scalable retention and upsell programs that boost client satisfaction and lifetime value.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

JamesEdition BV

Feb 2025 - Present (9 months)

Own the post-sales lifecycle for high-end real estate clients across global markets, built automated workflows to monitor customer health and delivered data-driven reviews that improved product adoption and client satisfaction.

Customer Lifecycle Management Onboarding Workflows Stakeholder Management Cross Functional Collaboration

Head of Sales & Operations

SCOOCS, Lda

Jun 2023 - Feb 2025 (1 year 8 months)

Led commercial and customer success strategy, overseeing strategic accounts, upsells, cross-sells and renewals while coordinating global hybrid events and driving process optimizations across marketing, product and support.

Sales Strategy Account Management Process Optimization Event Coordination Upsell

Customer Success Manager

SCOOCS, Lda

Sep 2021 - May 2023 (1 year 8 months)

Managed and retained key accounts including UNDP, German Government and ISO, served as interim Product Manager to develop a feature roadmap and conducted QA to improve adoption and retention.

Account Management Customer Retention Product Roadmapping Quality Assurance Project Coordination Onboarding

Account Manager

SCOOCS, Lda

Apr 2021 - Sep 2021 (5 months)

Achieved >60% deal closing rate through product demos and active listening, managed client relationships to drive adoption and long-term retention and launched outreach campaigns to grow pipeline.

Product Demos Account Management Customer Engagement Outreach Relationship Building Onboarding Presentation Skills

Business Developer

SCOOCS, Lda

Dec 2020 - Aug 2021 (8 months)

Executed early-stage growth campaigns to drive user acquisition, built a self-serve video help center that improved onboarding and reduced support load, and supported product and business teams during scaling.

User Acquisition Onboarding Customer Support Communication Problem Solving