Andre Pimentel
@andrepimentel
Customer experience and services leader driving retention, expansion, and scalable post-sales operations.
United StatesWhat I'm looking for
I am a Customer Experience, Services, and Operations Transformation leader with 15+ years scaling Customer Success, Support, and Professional Services organizations in B2B SaaS environments. I drive retention, expansion, and customer satisfaction through disciplined execution, data-driven decision making, and systems enablement.
At Vividly, Shop-Ware, BirdEye, and Demandforce, I built and scaled post-sales operating models, led global teams, and launched managed services that grew ARR and improved NRR, CSAT, and onboarding efficiency. I implemented and operationalized Gainsight, Salesforce, Vitally, ChurnZero, MixPanel, WalkMe, Talkdesk, and automation to measure customer health and streamline workflows.
I hire and develop leaders, redesign customer journeys to reduce churn and increase adoption, and partner cross-functionally on product and roadmap priorities. I bring a pragmatic, outcomes-focused approach to scaling teams and programs that improve customer lifetime value and operational rigor.
Experience
Work history, roles, and key accomplishments
Vice President, Customer Experience
Vividly
Aug 2022 - Dec 2025 (3 years 4 months)
Led end-to-end post-sales operations for a B2B SaaS platform, scaling ARR from ~$2M to $13M and launching a $3M Accounting Deduction Managed Service while building a 65+ FTE CX organization.
Vice President, Customer Success
Shop-Ware
Apr 2019 - Aug 2022 (3 years 4 months)
Owned retention, expansion, onboarding, and support for a $10M ARR automotive ERP, growing CX team from 3 to 18, achieving NPS 43 and 95%+ CSAT while reducing onboarding time by 50%.
Vice President, Customer Success
BirdEye
Jun 2017 - Mar 2019 (1 year 9 months)
Led global post-sales organization supporting $40M+ ARR, scaled teams from 20 to 80, improved NRR via expansion programs, and maintained 95%+ CSAT across SMB to enterprise segments.
Vice President, Customer Success
Demandforce
Feb 2016 - Jun 2017 (1 year 4 months)
Led post-sales organizations for 23,000 SMB customers, implemented a 40-person Customer Success program with Gainsight and WalkMe, and reduced churn by 15% during a divestiture and acquisition period.
Director, Customer Success
Demandforce
Jun 2011 - Feb 2016 (4 years 8 months)
Managed post-sales teams (30+ CSMs; 75-person CS/Support) and scaled IT and onboarding integrations, contributing to company growth to $125M ARR ahead of acquisition by Intuit.
Senior Director, IT Business Solutions
CA Inc.
Nov 2005 - Jun 2011 (5 years 7 months)
Managed a $25M SAP Master Data and BI Data Warehouse implementation and led Salesforce Sales Ops optimization for a multi-billion dollar business unit.
Managed a 12-member SAP payroll and time team, delivering five full lifecycle payroll implementations and supporting payroll across multiple business units and countries.
Education
Degrees, certifications, and relevant coursework
New York University - Leonard N. Stern School of Business
Master of Business Administration, Business Administration
Completed a Master of Business Administration focused on business strategy and leadership.
California State University, Fullerton
Bachelor's Degree, Business Administration and Management Information Systems
Earned a bachelor's degree combining business administration with management information systems coursework.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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