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Jader Rocha

@jaderrocha

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Customer Success Manager in B2B SaaS who cut onboarding time at Hotmart from 30 days to 15.

Brazil

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At Hotmart, I restructured onboarding for digital producers, reducing the time from 30 days to 15. I also delivered training, webinars, and educational initiatives to support platform adoption and retention.

At Data Goal, I contributed to a 35% increase in Net Revenue Retention and helped reduce first-month support volume by 40%. Most recently, at PagTrust, I managed a portfolio of more than 100 clients and used ChatGPT, Claude, and Gemini to support analysis, meeting preparation, and documentation.

Experience

Work history, roles, and key accomplishments

Customer Success Analyst

PagTrust

Jun 2025 - Sep 2026 (1 year 3 months)

Managed a portfolio of over 100 clients, including 10 accounts with transactions exceeding R$ 1 million. Monitored usage and performance indicators to identify risks and expansion opportunities, and used AI tools for analysis and documentation.

Customer Success B2B Onboarding Retention Churn Management Data Analysis ChatGpt Claude Gemini Zendesk CRM Power BI

Customer Success Specialist

Data Goal

Nov 2023 - Jun 2025 (1 year 7 months)

Managed the success cycle in a B2B SaaS environment, including onboarding, training, and adoption. Structured scalable onboarding and education, contributing to a 40% reduction in first-month support volume and a 35% increase in Net Revenue Retention.

Customer Success B2B SaaS Onboarding Training Adoption Retention Zendesk WhatsApp Google Meet Data Analysis NRR

Customer Success Analyst

Grupo Ortep

Mar 2023 - Sep 2023 (6 months)

Managed a portfolio with a consultative approach, monitoring health, behavior, satisfaction, and recurrence indicators. Implemented retention strategies based on behavioral analysis, contributing to a 30% reduction in churn over six months.

Customer Success Retention Churn Management Data Analysis Health Scores

Customer Success Consultant

Hotmart

May 2020 - Mar 2023 (2 years 10 months)

Managed the Customer Success journey for digital producers, focusing on onboarding, adoption, education, engagement, and retention. Restructured onboarding, reducing time from 30 to 15 days, and conducted training and webinars.

Customer Success Onboarding Adoption Retention Training Webinars Multichannel Support