Open to opportunities

Gustavo Macedo de Lima

@gustavomacedodelima

Message

I lead SaaS customer success, onboarding, adoption, and process improvements.

Canada

Message

What I'm looking for

I'm looking to lead customer success, onboarding, and process-improvement work where I can strengthen customer relationships, coach teams, improve adoption and retention, and partner cross-functionally.

At Guep Technology, I managed 20–50 SMB and Enterprise accounts across implementation, onboarding, adoption, QBRs, and renewals while leading and coaching a five-person Customer Success team. My training and onboarding improvements increased product adoption by 25% and lifted retention by 20% in the first three months.

In my current operations role at MELLOHAWK Logistics, I coordinate end-to-end client projects, resolve escalations, improve service processes, and create playbooks that strengthen consistency. I enjoy turning customer feedback and account data into practical improvements for customers and teams.

Experience

Work history, roles, and key accomplishments

Operations Supervisor

Mellohawk Logistics

Jul 2024 - Jul 2026 (2 years)

Coordinated end-to-end client projects, ensuring deadlines through proactive communication and cross-functional collaboration. Managed client escalations, billing, and process improvements to enhance service quality.

Customer Escalation Management Process Improvement Cross Functional Collaboration Client Billing Invoicing Financial Documentation Pricing Knowledge Sharing

Customer Success Manager

Guep Technology

Apr 2019 - Mar 2023 (3 years 11 months)

Led and mentored a team of 5 Customer Success professionals, managing a portfolio of 20-50 SMB and Enterprise accounts end to end. Designed training programs that increased product adoption by 25% and improved retention by 20%.

Customer Success Leadership Team Coaching Performance Reviews Hiring Onboarding Customer Adoption QBRs Renewals Account Management Power BI CRM Salesforce Training Programs Webinars Workshops Upselling Cross Selling

Operational Coordinator

Guep Technology

Oct 2016 - Apr 2019 (2 years 6 months)

Provided administrative and customer support across email, phone, and chat, resolving 25+ daily inquiries. Advised clients on best practices to improve platform usage and user experience.

Customer Support Email Phone Chat Problem Solving Client Advisory User Experience