Open to opportunities

Giulia Velo

@giuliavelo

Message

I build customer success operations that improve retention, adoption, and revenue growth across enterprise portfolios.

Brazil

Message

What I'm looking for

I'm looking to lead scalable Customer Success and Customer Experience initiatives that improve retention, expansion, adoption, and customer value through close partnership with Product, Sales, Marketing, and executive stakeholders.

At Teem, I manage 70+ U.S. healthcare organizations, leading QBRs, success planning, executive relationships, and lifecycle programs that contribute to 110%+ net revenue retention while maintaining 95%+ retention and 4.7+/5 CSAT.

Previously, I built and scaled Intergalaxy’s Customer Success organization for 4,000+ SaaS customers, reduced churn by 40%, and managed enterprise customers representing R$100M+ in digital assets. At Multiplus, I led Customer Success and Customer Experience across 10+ digital products, improving customer satisfaction by 40%+ and translating Voice of Customer insights into product improvements.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Teem

May 2024 - Jun 2026 (2 years 1 month)

Managed 70+ U.S. healthcare accounts, driving adoption and growth.
Led QBRs, success planning and executive relationships.
Drove 110%+ NRR through proactive lifecycle management.
Maintained 95%+ retention and 4.7/5+ CSAT.
Partnered cross-functionally to improve CX.

Customer Success Director

Multiplus

May 2022 - May 2024 (2 years)

Led CS & CX across 10+ digital products, driving retention.
Increased customer satisfaction by 40%+ through journey optimization.
Turned VoC insights into product and UX improvements.
Built CX KPIs, health metrics and scalable playbooks.

Customer Experience Director

Intergalaxy

Jan 2018 - Apr 2022 (4 years 3 months)

Built and scaled Customer Success for 4,000+ SaaS customers.
Led CS, Support & CX strategy, lifecycle, health scores and KPIs.
Reduced churn by 40% through segmentation and proactive engagement.
Managed enterprise accounts representing R$100M+ in digital assets.
Drove Product decisions through VoC and customer analytics.