Open to opportunities

Naiana Rodrigues

@naianarodrigues

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Customer Success Manager passionate about optimizing client experiences.

Brazil

Message

What I'm looking for

I seek a role that fosters growth, values collaboration, and emphasizes customer-centric strategies.

With over four years of experience in Customer Success and Account Management, I am dedicated to helping clients achieve their goals through technology and education. My journey has equipped me with a deep understanding of the customer journey, from onboarding to retention and expansion. I pride myself on being empathetic, proactive, and data-driven, which has allowed me to build strong relationships with clients and drive significant results.

In my current role as an International Customer Success Manager at RD Station, I manage a diverse portfolio of international clients, ensuring they maximize their use of our marketing and CRM platforms. My efforts have led to a remarkable 385% achievement of our Net Revenue Churn goal in Q2/2024. I am also actively involved in the Café com CS Community, where I contribute to the growth and development of Customer Success professionals in Brazil.

Throughout my career, I have consistently demonstrated my ability to enhance customer experiences and drive revenue growth. My expertise in project management and customer service has enabled me to implement effective strategies that optimize work efficiency and foster client satisfaction. I am excited to continue making a positive impact in the field of Customer Success.

Experience

Work history, roles, and key accomplishments

Current

Ambassador

Current

Café com CS Community

Dec 2023 - Present (1 year 6 months)

Moderate and assist in managing a community of Brazilian CS professionals, promoting collective learning and organizing events to raise awareness of Customer Success.

Community Management Events Customer Success Mentoring Content Creation Networking Communication Leadership Team Collaboration Facilitation

Current

International Customer Success Manager

Current

RD Station

May 2024 - Present (1 year 1 month)

Manage a portfolio of international customers, ensuring platform adoption and negotiating contract renewals. Achieved 100% activation goal during onboarding and maintained high customer engagement using Gainsight and Salesforce.

Customer Success Account Management Gainsight Salesforce CRM Onboarding Contract Negotiation Data Analysis Customer Engagement SaaS

Customer Success Manager

Axur

Jun 2023 - Jun 2024 (11 months)

Managed SMB accounts worth $800,000 ARR, driving expansion and renewal through Account Success Plans. Improved portfolio health score significantly and achieved top performance in revenue generation.

Account Management Customer Retention Revenue Data Analysis Customer Engagement Project Management

Quality Control Specialist

Desenrolado

Nov 2020 - Oct 2021 (11 months)

Led quality control for digital learning projects, ensuring efficiency and stakeholder satisfaction. Implemented workflow improvements and managed projects with educational content.

Quality Control Project Management Stakeholder Management Data Analysis Process Improvement Leadership Agile Methodology Team Collaboration Communication Education

Customer Success Manager

Clicksign

Oct 2021 - Jan 2023 (1 year 3 months)

Managed customer journey for electronic signature subscriptions, focusing on renewals and expansions. Implemented process optimizations and automated workflows to enhance efficiency.

Customer Journey Process Optimization Automation Customer Engagement Team Management Project Management Communication Negotiation SaaS

English Teacher

Mentes Globais, CNA Idiomas and U Up! Institute

Jan 2017 - Jan 2024 (7 years)

Provided English language instruction to students, enhancing their language skills and confidence through interactive teaching methods.

Teaching English Language Communication Curriculum Development Classroom Management Public Speaking Mentoring

Video Content Analyst

Desenrolado

Mar 2020 - Oct 2021 (1 year 7 months)

Reviewed and analyzed educational videos for digital learning projects, ensuring quality and relevance for publishers and educational systems.

Quality Assurance Education Project Management Communication Stakeholder Engagement Team Collaboration E Learning Video Production

English Teacher

AIESEC / Universidad de Los Andes

Jun 2018 - Aug 2018 (2 months)

Taught English to students, focusing on language acquisition and cultural exchange during a volunteer program.

Teaching Language Cultural Programs Communication Curriculum Development Classroom Management Public Speaking Mentoring

Education

Degrees, certifications, and relevant coursework

Instituto Federal do Ceará

Teaching Degree, Visual Arts

2017 - 2022

Pursued a Teaching Degree in Visual Arts, focusing on the development of artistic skills and educational methodologies to effectively teach visual arts.

Universidade Federal do Ceará

Bachelor's Degree, Biological Sciences

2013 - 2017

Pursued a Bachelor's Degree in Biological Sciences, focusing on the study of living organisms and their interactions with the environment.

University of Adelaide

Bachelor's Degree, Environmental Sciences

2015 - 2015

Participated in the Science Without Borders Program, studying Environmental Sciences to gain insights into sustainable practices and environmental management.