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Lorena Crepaldi

@lorenacrepaldi

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Customer Success Manager focused on retention, lifecycle growth, and data-driven customer outcomes.

Germany

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What I'm looking for

I’m looking for a SaaS/B2B Customer Success role where I can grow retention and lifecycle adoption with data-driven coaching, partner-facing account management, and strong cross-functional collaboration—especially in human-centric services.

I’m a Client Success & Account Management professional with extensive experience managing international B2B and end-clients. I focus on client lifecycle management, onboarding, and data-driven performance optimization to drive engagement, retention, and long-term satisfaction.

In my recent role at Teleperformance PT — Google & YouTube, I managed the end-to-end customer lifecycle for a portfolio of international B2B partners. I led post-sales onboarding and ongoing relationship management, ensuring product adoption through regular business reviews, performance insights, and strategic recommendations.

I’ve also improved performance through enablement. As a Customer Enablement & Training Specialist (Sales Coach), I delivered training on customer communication, product adoption, and consultative support, built playbooks and scalable frameworks to standardize engagement across global teams, and increased team KPIs by 23% through structured, data-driven coaching.

Across client operations and growth work, I build trust-based relationships and bring operational rigor to service delivery. I identify workflow inefficiencies, contribute to process improvements and automation initiatives, and support consultative upselling and growth opportunities using insights from Google Analytics and campaign reporting.

Experience

Work history, roles, and key accomplishments

Customer Enablement Specialist

Teleperformance PT

Jan 2025 - Jan 2026 (1 year)

Delivered training on customer communication, product adoption, and consultative support, building scalable playbooks to standardize engagement across global teams. Increased team KPIs by 23% and helped 85% of underperforming agents exceed targets through structured, data-driven coaching.

Customer Enablement Training Delivery Sales Coaching Playbook Development Customer Communications Product Adoption KPIs Stakeholder Management Performance Analytics

Partner Manager (B2B)

Teleperformance PT

Jan 2024 - Jan 2026 (2 years)

Managed the end-to-end customer lifecycle for an international portfolio of B2B partners in the Google & YouTube ecosystem, leading post-sales onboarding and ongoing relationship management. Drove product adoption through business reviews and strategic recommendations while partnering with internal product, policy, and operations stakeholders.

Customer Lifecycle Management B2B Account Management Product Adoption Customer Retention Stakeholder Management Cross Functional Collaboration Google Ads Google Analytics

Client Operations Coordinator

Barbara Photography

Jan 2022 - Jan 2024 (2 years)

Managed the full client lifecycle from first contact through service delivery and post-service follow-up for an international premium client. Led client onboarding, scheduling, and personalized support, streamlining communications to improve customer experience and operational efficiency across time zones.

Client Onboarding Customer Success Operations Customer Lifecycle Management Scheduling coordination Client Communication Process Improvement Google Workspace

Education

Degrees, certifications, and relevant coursework

Federal University of Viçosa (UFV)

Bachelor’s Degree and Licentiate in Arts and Humanities, Arts and Humanities

2016 - 2021

Activities and societies: Focus on Arts and Humanities curriculum; remote client operations mentioned alongside education.

Completed a Bachelor’s degree and Licentiate in Arts and Humanities at the Federal University of Viçosa from 2016 to 2021.

Open University

Marketing Communications and Business Agility

2026 -

Activities and societies: Reporting and analytics tools listed include Microsoft Excel, PowerPoint, and Outlook; coursework includes Marketing Communications in the Digital Age and Introduction to Business Agility.

Completed continuous learning modules in reporting, marketing communications in the digital age, and business agility.

University of Helsinki

Artificial Intelligence

2026 -

Activities and societies: Topics include AI fundamentals, machine learning, neural networks, algorithmic ethics, data-driven insights, performance analysis, and reporting/work tools (e.g., Google Workspace/CRM & customer support tools).

Undertaking an AI specialization covering data and tools, fundamentals of AI, and related data-driven performance topics.