Open to opportunities

Maria Fernanda Sprada Annunziato

@mariafernandaspradaa

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Senior Customer Success Specialist focusing on onboarding, retention, and data-driven customer experience.

Brazil

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What I'm looking for

I seek an international role combining technology, data, and customer experience, where I can build scalable onboarding, improve retention, and drive data-led improvements.

I am a Senior Customer Success Specialist with 4+ years of experience in SaaS and LegalTech, focused on onboarding, retention, and customer journey optimization.

I build scalable onboarding, playbooks, KPIs (NPS, CSAT, churn, health score), and automation to reduce manual effort and improve engagement.

I have driven process improvements across Customer Success, Support, Sales, and Product teams, implemented WhatsApp automations and AI-powered self-service flows, and saved significant operational time.

I am highly autonomous, results-oriented, collaborative, and transitioning into international roles that combine technology, data, and customer experience.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Basta Multas

Oct 2024 - Jan 2026 (1 year 3 months)

Structured CS processes for a 2,000+ customer base, automating onboarding and implementing WhatsApp journey automations that reduced manual effort and improved early-stage engagement and scalability.

Onboarding Customer Journey Retention Customer Segmentation CRM KPIs Process Improvement

Customer Success & Onboarding Specialist

Legis Hub

Apr 2025 - Dec 2025 (8 months)

Mapped customer journey and reduced support load by creating 2-minute instructional videos and AI self-service flows, cutting ~3 hours/day of human support and improving onboarding scalability.

Customer Journey Mapping Onboarding Enablement Video Based Training CS Playbooks

Customer Success Specialist

Preâmbulo Tecnologia

Dec 2022 - Sep 2024 (1 year 9 months)

Supported CS area serving 250+ active customers, defined CS/Support/Operations workflows, and created playbooks and KPIs (NPS, CSAT, churn, health score) to improve prioritization and scalability.

Onboarding And Playbooks NPS CSAT Health Scores Cross Functional Collaboration Power BI

Legal Analyst

Marins Bertoldi Advogados

Jun 2019 - Nov 2022 (3 years 5 months)

Implemented contingency strategies yielding an estimated BRL 2M in client cost savings and developed performance indicators and analytical routines for strategic legal portfolios.

Legal Analytics Process Improvement Documentation

Paralegal

Vernalha Guimarães & Pereira Advogados

Jun 2018 - Jun 2019 (1 year)

Managed procedural documentation, standardized legal data, and mapped procedural urgency criteria to improve case handling and consistency across processes.

Document Management Process Mapping Legal Administration

Education

Degrees, certifications, and relevant coursework

Instituto Legale

Postgraduate Degree, Law Firm & Legal Department Management

Postgraduate program in Law Firm & Legal Department Management currently in progress, focused on legal practice management and departmental operations.