Open to opportunities

Kezia Galdino

@keziagaldino

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Customer Success Manager driving B2B SaaS adoption, retention, and revenue expansion.

Brazil

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What I'm looking for

I seek a customer-success role focused on onboarding, adoption, retention, and revenue expansion within a collaborative, cross-functional, remote-friendly team where I can drive measurable customer value.

I am a Customer Success professional with 10+ years of experience managing B2B client relationships across SaaS platforms, digital marketplaces, and service environments. I specialize in onboarding, platform adoption, lifecycle engagement, and retention strategies that deliver measurable business outcomes.

I have led onboarding and early-adoption programs, managed CRM-driven customer lifecycles, and collaborated with Sales, Marketing, and Operations to align customer experience and operational workflows. I have supported pilots and rollouts, strengthened retention through consultative engagement and upselling, and contributed to process and documentation improvements.

My background includes remote and international roles, multilingual experience, and measurable results such as improved ROI on digital campaigns and enhanced lifecycle visibility via CRM workflow improvements. I bring cross-functional collaboration, strategic problem solving, and a customer-first ethos to drive adoption, value, and expansion.

Experience

Work history, roles, and key accomplishments

Current

Independent Projects

Current

Independent Projects

Sep 2025 - Present (6 months)

Conduct AI model evaluation projects assessing response accuracy, reasoning quality, and guideline alignment while collaborating with distributed teams to support multilingual digital evaluation initiatives.

AI Evaluation Quality Assurance Remote Collaboration

Customer Operations & Sales Executive

Xplorers

Feb 2025 - Sep 2025 (7 months)

Managed the full customer lifecycle as primary contact, conducting 30+ daily interactions, coordinating operations to ensure service delivery, and maintaining CRM records to strengthen long-term client relationships.

Customer Lifecycle Management CRM Customer Support Sales Operations Client Communication Service Coordination Account Management

Sales & Customer Success Manager

Namencis Education

Jun 2022 - Oct 2023 (1 year 4 months)

Managed onboarding and early adoption for an online education platform of 2,000+ students, improved lifecycle visibility using Zoho CRM, and supported retention and upselling initiatives through cross-functional collaboration.

Customer Onboarding Zoho CRM Retention Strategy Upselling Cross Functional Collaboration Documentation

Senior Media Buyer

Midiatix Marketing Digital

Apr 2022 - Oct 2022 (6 months)

Managed digital performance campaigns across Google, Meta, and LinkedIn Ads, conducted A/B testing and audience segmentation, and delivered performance reports achieving ROI results ~15% above targets.

Google Ads Meta Ads LinkedIn Ads A B Testing Segmentation Retargeting performance reporting ROI Optimization

Audit Team Leader

Cloud Humans

Oct 2021 - Feb 2022 (4 months)

Led onboarding and training for a remote audit team supporting Mercado Pago Delivery operations, monitored team performance, and ensured quality standards through structured feedback and reporting.

Team Leadership Onboarding Training Quality Assurance Performance Monitoring Remote Management

Account Executive & Customer Success

Mercado Livre

Sep 2021 - Feb 2022 (5 months)

Supported rollout of a B2B logistics SaaS pilot, managed onboarding and early adoption for merchant portfolio, and monitored activity via Bitrix24 CRM to drive fast time-to-value and product feedback.

Onboarding B2B SaaS Bitrix24 CRM Merchant Success Product Feedback

Senior Business Development Rep

Hubster

Jan 2021 - Apr 2021 (3 months)

Acted as a consultative partner to B2B clients for a restaurant operations SaaS, identified operational needs, recommended solutions, and managed the sales pipeline using Bitrix24 CRM and Kanban methodology.

Business Development Consultative Sales Bitrix24 CRM Pipeline Management SaaS Solutions Kanban Client Onboarding

Marketing Analyst

Iscar / Ingersoll Cutting Tools

May 2018 - Nov 2020 (2 years 6 months)

Implemented CRM-driven communication processes for distributor networks, coordinated B2B marketing initiatives, and supported campaigns that improved distributor engagement and commercial support.

B2B Marketing Campaign Coordination Marketing Communications

Marketing Intern

Iscar / Ingersoll Cutting Tools

May 2016 - Apr 2018 (1 year 11 months)

Supported B2B marketing operations, produced multimedia materials, translated technical content, and assisted with event coordination to support localized communication and marketing initiatives.

Content Creation Multimedia Translation event support Marketing Coordination Technical Communication