Maria Alice Basquera
@mariaalicebasquera
Customer Success Manager specializing in building CS, CX and Support operations for B2B SaaS startups.
BrazilWhat I'm looking for
Sou Customer Success Manager com experiência end-to-end em startups B2B SaaS, especializada em estruturar operações de CS, CX e Suporte do zero e em gerar valor além do produto. Estruturei operações completas, criei OKRs, KPIs, jornadas do cliente, playbooks e dashboards, e gerenciei uma carteira de 33 clientes com ARR de R$ 375k, mantendo retenção superior a 75%.
Tenho experiência prática em onboarding, NPS (implementei coleta do zero, atingindo 32% de cobertura e score 67/100), suporte com SLAs, análise de churn e interface estratégica com Produto/Tech para priorização de melhorias. Busco crescimento para posição de liderança em CS, atuando em ambientes remotos e em empresas internacionais.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Awtra
Jan 2025 - Present (1 year 2 months)
Structured CS, CX and Support operations from scratch and managed a portfolio of 33 B2B SaaS clients with R$375k ARR, maintaining annual retention above 75% and implementing NPS with 32% coverage and a 67 score.
Sales Development Representative
Awtra
Oct 2024 - Jan 2025 (3 months)
Prospected and qualified inbound and outbound B2B leads, achieving quota attainment between 90% and 100% during the engagement.
Sales Development Representative
Yousa Law Firm
Sep 2024 - Dec 2024 (3 months)
Handled 150+ leads/week and scheduled a record 70 meetings in one month, contributing to approximately US$100k in contracts closed.
Account Executive
Click Fiscal
Feb 2022 - Aug 2024 (2 years 6 months)
Managed full sales cycle for a B2B SaaS product including prospecting, demos, negotiation (SPIN, GPCT, BANT) and closing, while supporting CRM flows and product improvements via customer feedback.
Education
Degrees, certifications, and relevant coursework
Universidade Federal de Santa Catarina
Bachelor of Laws, Law
2018 - 2023
Completed a Bachelor of Laws (Bacharelado em Direito) program, covering core legal subjects and practical training from 2018 to 2023.
Availability
Location
BrazilAuthorized to work in
Job categories
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