Open to opportunities

joao castro

@joaocastro1

I build customer success, experience, and analytics functions that improve retention, quality, and operational efficiency.

Brazil

Message

What I'm looking for

I'm seeking strategy-focused roles in technology environments where I can combine analytical rigor and people leadership to improve retention, customer experience, quality, and operational efficiency.

I've led Customer Success, Customer Experience, and Analytics across Arco Educação, menlo, 77Sol, Nubank, and Mercado Livre, building teams and operating models that improve retention, quality, and efficiency.

At Arco Educação, I lead nine education consultants serving 118 private schools and approximately R$130M in revenue. I built a risk-management framework that secured 90% renewal for high-risk accounts and helped drive a 20% increase in student enrollment through Q2 2026.

At menlo, I reduced partner onboarding from 60 to 20 days and introduced an AI-powered support chatbot that increased ticket deflection from 20% to 42% without raising recontact rates. Previously at 77Sol, I built the Analytics function, increased retention from 66% to 76%, and led Customer Success Managers supporting key accounts.

My work combines analytical rigor with hands-on people leadership, from SQL and Databricks Voice of Customer reporting at Nubank to managing 14 direct reports at Mercado Livre. I'm pursuing an Executive MBA at Insper and am interested in strategy-focused technology roles.

Experience

Work history, roles, and key accomplishments

Current

Gerente de Customer Success

Current

Arco Educação

Dec 2025 - Present (9 months)

Led a team of 9 education consultants, managing a portfolio of 118 high-touch private schools (~R$130M in revenue);
• Engineered a risk management framework that secured a 90% renewal rate for high-risk accounts while exceeding price increase targets by 2.2 percentage points;
• Drove a 20% increase in student enrollment through Q2 2026 by scaling partnerships across school networks and winning mar

Customer Success Team Leadership Risk Management Education consulting Data Driven Decision Making

Head of Customer Success and Experience

menlo

Apr 2024 - Dec 2025 (1 year 8 months)

Managed Customer Experience & Success functions (Support and Partner Relationship), reporting to the Director of BizOps.
• Reengineered partner onboarding - cut average cycle time from 60 to 20 days and reduced first-month operational errors through tighter collaboration with Product & Engineering, supporting the company's strategic priority to accelerate onboarding;
• Replaced a non-AI chatbot wi

Experiência Do Cliente Liderança Melhoria De Processos

Customer Success and Analytics

77Sol

Apr 2022 - Nov 2023 (1 year 7 months)

Built the Analytics function from the ground up and led a team of 3 Customer Success Managers.
Emphasis on Analytics Team:
· Implemented QuickSight and Tableau, working side by side with Tech and Product team to create an analytical layer;
· Designed a customer segmentation methodology, increasing retention from 66% to 76%, doubling communication performance (40% to 81%), and driving a 13% return

Experiência Do Cliente Liderança Suporte Ao Cliente

Customer Success Supervisor

Nubank

Apr 2020 - Apr 2022 (2 years)

Oversaw CX operations within the Lending business unit as Customer Success Supervisor.
· Briefed the CX team on new product features and releases (e.g., payroll loans, security validations, AML and FinCrime controls) by building structured cross-functional communication processes with Product and Engineering;
· Owned Voice of Customer reporting, using SQL and Scala in Databricks to translate custo

Experiência Do Cliente Comunicação Liderança Melhoria De Processos Processos Enxutos Serviços Financeiros Suporte Ao Cliente Process Mapping

Team Leader de Customer Experience

Mercado Livre

Jun 2019 - Apr 2020 (10 months)

As a team leader, I was directly responsible for ensuring and providing the best possible work environment in order to generate extraordinary experiences to our users. To achieve these goals, I was responsible responsible for:
· Managed a team of 14 direct reports, driving KPIs including productivity, NPS, and recontact rate;
· Built a high-performing team, earning 6 of 11 possible "Team of the Mo

Experiência Do Cliente Comunicação Liderança Processos Enxutos Suporte Ao Cliente

Commercial Analyst

Univar Solutions Brasil

Jan 2018 - Jun 2019 (1 year 5 months)

· Collaborated directly with sales, marketing, and supply chain teams, to strengthen supplier relationships, supporting profitable and secure company growth.