I’m seeking a remote/hybrid Customer Success leadership role where I can drive retention, expansion, and scalable onboarding using cross-functional collaboration and data-driven programs.
MRLooking for a job
Manuel Rodrigues
@manuelrodrigues
Customer Success leader driving retention, expansion and scalable SaaS adoption.
PortugalWhat I'm looking for
I am a Customer Success and Account Management professional with 10+ years of experience across Enterprise and Mid-Market SaaS, focused on retention, expansion and full-lifecycle customer outcomes. I have managed large portfolios (up to $4M ARR) and strategic enterprise books ($3M ARR across 10–15 global accounts), delivered 110% NRR consistently, reduced onboarding time by 10% and increased 90-day adoption by 24%.
I have led small teams, built CS lifecycles and implemented processes and tools to improve NPS, renewals and upsell; I’ve worked cross-functionally with Sales, Product, Solutions, Implementation and Support to secure multi-year agreements and predictable ARR outcomes. I operate effectively in remote/hybrid environments and bring experience with HubSpot, Intercom, Zendesk, Atlassian and analytics tools to drive data-informed customer programs.
Experience
Work history, roles, and key accomplishments
GE
Customer Support & Engagement Manager
Geomiq
May 2024 - Jan 2026 (1 year 8 months)
Joined as first CSM for a UK-based MaaS marketplace and owned all non-sales customer support; built Intercom chat AI agents, implemented CSAT programs, and introduced loyalty incentives to increase repurchase and stickiness.
GIManaged full lifecycle CSM activities for ~100 accounts including onboarding, training, QBRs and NPS surveys to drive adoption and retention across EMEA and the Americas.
CO
Success Lead
Countly
Jan 2021 - Mar 2022 (1 year 2 months)
Promoted from first CSM to build Customer Success lifecycle and manage CSMs; oversaw ~250 accounts (~$10M ARR) and retained strategic portfolio of $3M ARR across 10–15 enterprise accounts, preserving renewals and expansion.
CO
Customer Success Manager
Countly
Sep 2019 - Dec 2020 (1 year 3 months)
Managed ~100 mid-market accounts, handling onboarding, adoption, reactive support and contributing to customer retention and satisfaction during interim management period.
SH
Customer Support Manager
Shiji
Jul 2019 - Aug 2020 (1 year 1 month)
Managed 13 technical support reps for a tourism-focused SaaS, improving operations, scheduling, morale, coaching, and escalation handling to enhance team performance.
TAOwned full-cycle CSM for 80 mid-market accounts totaling $4M ARR (avg. $50K ARR), drove enablement initiatives and process improvements to increase retention and operational efficiency.
GR
Account Management Lead
Gryphtech
Feb 2018 - Jun 2018 (4 months)
Managed global Remax regions using Gryphtech’s platform and assisted other account managers to ensure account success and adoption.
FO
Team Manager
Foundever
May 2017 - Jan 2018 (8 months)
Managed 25 support reps ensuring KPI performance through attendance management, coaching and process improvements, achieving top team ranking within six months.
FO
Customer Support Representative
Foundever
Nov 2016 - Apr 2017 (5 months)
Supported Airbnb hosts and guests with reservations, dispute arbitration and claims handling following SOPs and policies.
HPManaged enterprise customer feedback program for Iberia, distilled insights to identify service gaps and collaborated with AMs to improve account business plans.
BB
Banking Customer Support
Banco BPI
Sep 2007 - Feb 2008 (5 months)
Provided inbound customer support for commercial banking customers and conducted outbound campaigns selling personal loans while completing AML/KYC training.
Education
Degrees, certifications, and relevant coursework
BT
Banco BPI (training)
Anti-Money Laundering / KYC
2007 - 2008
Completed AML & KYC training as part of Banco BPI customer support role.
UN
Unknown
Bachelor of Arts, Business Communication
BA in Business Communication (institution not specified).
SS
St. Julian's School
Attended St. Julian's School in Portugal for approximately 12 months.
ST
Sitel / Foundever (training)
Team Management
Completed team manager training while working at Sitel / Foundever.
Availability
Looking for a job
Location
PortugalAuthorized to work in
Salary expectations
40k+ USD
Social media
Job categories
Skills
& Customer SuccessAccount ManagementRetentionOnboardingAdoptionRenewalsUpsellStakeholder ManagementQBRsForecastingTeam ManagementCustomer SupportProcess ImprovementHubSpotIntercomZendeskSalesforceFreshdeskRocketlaneAmplitudeTableauMixpanelMiroNotionLinearProductboardGoogle WorkspaceSlackMonday.ComGong.IoOutreachAdyenCountlyGenesysGitBookGmailIncreaseLoopsRemoteTalkDeskTomTomWindowsZoho CRMZoho Desk
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