Márcio Mieiro

Structured CS operations diagnosis, transformation, and AI automation consulting for enterprise B2B companies. Delivered an LLM-based QBR preparation workflow that reduced account prep from ~6 hours to under 45 minutes and built health score/risk segmentation using behavioral data.

After structuring CS at Siprocal, I explored independent consulting focused on CS operations diagnosis, transformation, and AI automation for enterprise B2B companies. Running alongside an active search for a Director/Head/VP position.

Delivered projects:
- Built an LLM-based QBR preparation workflow for enterprise clients, automating account performance synthesis and executive narrative generati

[Engagement Contract] Hired on a project basis to build the Customer Success function from zero at a programmatic media startup.

When I arrived, nothing existed: no processes, no health score, no visibility on who was leaving. In 7 months I built from scratch: Account Management department, processes, governance (WBRs, MBRs), health score, and churn risk monitoring.

- Structured AM department, p

Hired on an engagement contract to build the customer success function from zero for an enterprise programmatic media startup. Built account management, governance, health score and churn monitoring, reducing churn from 18% to 5% while increasing upsell 32% and improving SLA from 24h to 8h.

Led Customer Success for enterprise accounts in Brazil (USD $24M ARR portfolio, team of 12). Reported directly to global executive board. Delivered executive presentations in English to global leadership.

My focus was straightforward: understand what makes an account grow and what makes it leave. I implemented Customer Health Score because I needed forecasting on churn. But it was more than a met

Led portfolio strategy and retention operations at a global programmatic media platform. Team of 5. Responsible for revenue growth through upsell and account retention.

I focused on understanding how advertisers actually used the platform. I mapped engagement patterns via Mixpanel, talked to customers about what worked, and fed that into Product conversations about which features moved the retent

Led a multidisciplinary Account Management team at a programmatic media platform. I was the third person at Outbrain Brazil when I joined. Account Management didn't exist. I started alone, then hired people, built processes, and grew the team to 8-10 people.

- Built the AM operation from zero: processes, governance (WBRs, MBRs), dashboards for fast expansion and cross-sell decisions.
- Used Mixpa

Led post-sales operations and strategic customer relationships at a digital media company.

- Structured operational governance and retention processes, improving efficiency by 15%.
Led team of 6, reporting to Commercial and Operations Directors.
- Defined performance metrics and portfolio tracking that gave real visibility into account health.
-Participated in pricing and contract decisions with

Built the affiliates department from zero and structured all operational processes.

- Started from nothing: no processes, no metrics, no workflows. Built the department from zero. Efficiency improved 25%.
- Created governance frameworks, performance metrics, and tracking routines for the affiliate network.
- Developed all operational materials from scratch: SOPs, KPIs, targets, partner communicat

MBA in Project Management with a focus on strategies and methodologies for process optimization. In-depth study of risk management, performance analysis, and both agile and traditional frameworks, preparing professionals for leadership and decision-making in complex projects.

MBA in Project Management focused on process optimization, risk management, performance analysis, and agile and traditional project frameworks.

Bachelor’s degree in Social Communication with a focus on marketing, branding, and advertising creation. Development of strategic campaigns, market analysis, and consumer behavior insights. In-depth study of media, communication planning, and content production for various channels, aligning creativity with brand positioning strategies.