Edna Rosa de Souza Santos
@ednarosadesouzasanto
I retain B2B SaaS customers and reduce churn through strategic account management.
SpainWhat I'm looking for
At ClearSale S.A. / Serasa Experian, I managed a portfolio of more than 10,000 customers, focusing on satisfaction, retention, and product adoption.
I reduced churn from 24% to 7% by optimizing processes, identifying account risks, and executing retention plans. I also uncovered cross-selling and upselling opportunities while using Salesforce, HubSpot, and Zendesk to track accounts and KPIs.
I lead multidisciplinary teams and collaborate with Product, Marketing, and Sales to improve customer outcomes. I bring over 10 years of B2B client management, strategic relationship building, QBR planning, and customer experience work in technology and SaaS environments.
Experience
Work history, roles, and key accomplishments
Coordinadora de Customer Service & Customer Success
ClearSale S.A. / Serasa Experian
Nov 2015 - Present (10 years 9 months)
Managed a portfolio of over 10,000 clients focusing on satisfaction and retention. Led multidisciplinary teams and reduced churn rate from 24% to 7% through process optimization.
Education
Degrees, certifications, and relevant coursework
Senac
Bachelor's Degree, Administration
Pursued a degree in Administration.
Estácio
Bachelor's Degree, Marketing
Pursued a degree in Marketing.
Facens
Master of Business Administration, Artificial Intelligence and Machine Learning
Completed an MBA in Artificial Intelligence and Machine Learning.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
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