Looking for a job

Gabriel Alves

@gabrielalves7

Customer Success Manager at NSO Marketing who reduced monthly client churn from 20% to 9% across a 45–50-client portfolio.

Brazil

Message

At NSO Marketing, I managed 45–50 legal-industry clients and reduced monthly churn from 20% to 9% using health scoring, early intervention playbooks, and account-level retention strategies.

I also raised NPS from 74 to 92 by creating customer feedback loops, conducting quarterly business reviews, and supporting customer advocacy. I standardized onboarding and customer success workflows to improve adoption and time-to-value.

As Commercial/Sales Coordinator at NSO Marketing, I restructured sales funnels and processes, contributing to a 55% increase in new sales revenue. Earlier, I managed paid media campaigns for local businesses and supported KYC operations at JP Morgan.

Experience

Work history, roles, and key accomplishments

Commercial/Sales Coordinator

NSO Marketing

Oct 2025 - Jul 2026 (9 months)

Led and coached a team of 3 SDRs and 3 closers, restructuring commercial funnels and sales processes. Increased new sales revenue by 55% through funnel redesign and sales enablement, and built scalable onboarding and client delivery frameworks.

Sales Process Optimization Team Leadership Funnel Design Sales Enablement B2B Sales Onboarding Client Delivery Revenue Growth

Customer Success Manager

NSO Marketing

Oct 2023 - Sep 2025 (1 year 11 months)

Managed a portfolio of 45-50 legal-industry clients, reducing monthly churn from 20% to 9% and increasing NPS from 74 to 92. Implemented health scoring, feedback loops, and standardized onboarding processes to drive retention and expansion.

Customer Success Health Scores Churn Reduction NPS Improvement QBRs Onboarding Customer Advocacy Retention Strategy Expansion Strategy

Independent Media Buyer

Self-Employed

Jan 2021 - Oct 2023 (2 years 9 months)

Managed paid media campaigns for 15 local small-business clients, reducing average CAC by 20% while scaling ad spend. Built client relationships through transparent reporting and monthly performance analysis.

Meta Ads Google Ads Lead Generation CAC Optimization ROI Analysis Campaign Reporting Customer Relationship Management

KYC Support Analyst

JP Morgan

Jun 2016 - Oct 2020 (4 years 4 months)

Supported KYC operations, resolving user inquiries and escalating system bugs with an average of 30 tickets per day. Trained new users on internal systems and collaborated with global product teams to inform enhancements.

KYC Compliance Customer Support Training Documentation Cross Functional Collaboration Risk Assessment