Arthur santa rosa da silva
@arthursantarosadasil
I lead customer success, onboarding, and CX for SaaS SMB and enterprise outcomes.
BrazilWhat I'm looking for
I bring +13 years working directly with SMBs and Key Accounts in a SaaS environment, building customer relationships that turn onboarding into measurable success. I’ve contributed to complex projects like M&A, accelerated expansion, and initiatives across Canada, the USA, and throughout Brazil—adapting to different customer profiles with consultative, instructional support.
For the last +9 years, I’ve led people with a focus on high performance, delivering complex milestones, and strengthening teams to execute difficult deliveries. Most recently, I’ve been shaping outcomes as a Product Owner—aligning stakeholders, managing backlog, refining user stories, and resolving complex impediments—while previously scaling Onboarding & Support at Operations Manager (including implementing Zendesk and PowerBI, and achieving 99.34% very satisfied ratings in October/23).
Experience
Work history, roles, and key accomplishments
• Interface estratégica com clientes: Condução de reuniões de alinhamento e gestão de feedbacks para garantir a satisfação e o sucesso do produto;
• Gerenciamento de stakeholders: Alinhamento contínuo de expectativas, traduzindo necessidades de negócio em requisitos claros para o time de desenvolvimento;
• Resolução de problemas complexos: Atuação consultiva na resolução de impedimentos e crises,
As Operations Manager (Onboarding & Support):
• Managed a team of 32 employees, including 5 coordinators (2022), always guiding, training, and providing feedback to ensure high performance and satisfaction for both employees and clients, scaling processes, and developing people for higher roles and responsibilities;
• Focused on data-driven decision-making and performance tracking.
Contributions
I began my journey at Mercafacil as a support analyst with a major goal: to start the department from scratch by structuring a new tool, selecting the team members, developing new processes, and scaling the team not only through manpower but also with tools and automation to help scale support services.
After a few months, I was promoted to Coordinator, with many initiatives advancing rapidly and
Supported customers with a focus on post-sales and customer service while working with client troubleshooting and satisfaction. Contributed to processes involving customer lifecycle/system information and supported service operations.
Support Coordinator with a focus on customer service and people management;
Organization of demands and portfolio management, always aiming for customer satisfaction;
Management of the customer service and software testing teams;
International experience in pilot projects in the United States and Canada.
Coordenador Administrativo responsável pela gestão de RH/Finanças de uma franquia WiseUp, com foco em Gestão de Equipe, Gestão de Crises, Expansão e Cancelamento.
Analista de Suporte com foco a atendimento ao cliente e gestão da carteira de clientes. Criação de manual, implementação de software no cliente e testes dos produtos.
Education
Degrees, certifications, and relevant coursework
Centro Educacional Integrado
Master of Business Administration - MBA, Economics and Business Management
2024 - 2025
Faculdade de Tecnologia Opet
Technology in Managerial Processes, Business and Administration
2009 - 2012
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
Skills
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