Manuel Fernandes

I’m a Senior Customer Success Specialist with 4 years of experience across B2B SaaS and Fintech payments environments. At Zenda Technologies, I managed 30+ enterprise and SMB accounts end-to-end, delivering 96% CSAT and 98% TAT compliance while owning onboarding, adoption, retention, and escalation resolution.

What I’m known for is turning technical friction into measurable outcomes. I resolved 90%+ of API integration and payment gateway issues independently via Postman, achieved 91.7% autopay activation rate, and reduced enterprise client onboarding ramp-up time by 35% using scalable playbooks and structured documentation.

I also build proactive retention motions—using customer health scorecards and targeted save plays to protect ARR, plus structured VoC feedback loops to influence Product and Engineering priorities. I’ve mentored a 6-member CS team on SLA adherence, queue management, and new-hire onboarding, improving ramp-up time by 30% with standardised training materials.