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Nathalia Rolim

@nathaliarolim

Customer Success Manager at TRACK360 who accelerated Net Revenue Retention by 18% through account health tracking and targeted cross-sell.

Brazil

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What I'm looking for

I’m looking for full-time, remote work with the ability to overlap with European (CET) business hours.

At TRACK360, I partner with U.S. and global B2B clients as their primary Customer Success Manager, supporting them from onboarding to renewal. I accelerated Net Revenue Retention by 18% through health-score tracking, churn mitigation playbooks, and targeted cross-sell.

At NR ADVOCACY, I built trusted relationships with international stakeholders and managed multiple accounts against strict deadlines. I maintained 100% on-time delivery across high-priority accounts and parallel workstreams.

At MASTERS TRAFFIC MANAGEMENT, I analyzed service benchmarks and coordinated stakeholders to streamline ticket resolution. I also trained and onboarded team members using a knowledge base to standardize quality.

At SANGIOGO LAW, I implemented a data-driven ROI tracking system that improved operational efficiency. My law degree and background in contract analysis and regulatory compliance inform my customer and account work.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

TRACK360

Aug 2026 - Present (2 months)

Partner with U.S. and global B2B clients as primary CSM, from onboarding to renewal. Grow account spend by identifying cross-sell and adoption opportunities with HubSpot CRM and BI metrics.

HubSpot BI dashboards Notion ClickUp Azure Net Revenue Retention Cross Selling Upselling Escalation Management SLA Compliance Account Health Reporting

Customer Success | Account Advisor

NR Advocacy

Oct 2022 - Aug 2026 (3 years 10 months)

Built trusted relationships with U.S. and international client stakeholders, sustaining high retention. Managed multiple accounts and parallel workstreams against strict delivery deadlines.

Customer Success Account Management Stakeholder Management Operational SOPs Data Driven Reporting Cross Functional Collaboration

Customer Success Specialist

Masters Traffic Management

Jan 2025 - Dec 2025 (11 months)

Ramped up to full autonomy and hit performance KPIs within the first 30 days. Analyzed service benchmarks and recurring indicators to propose long-term solutions.

SLA Compliance KPI Analysis Stakeholder Coordination Ticket Resolution Workflow Activation Training Knowledge Base

Commercial Success | Customer Support

Sangiogo Law

Feb 2021 - Apr 2022 (1 year 2 months)

Executed high-volume outreach with 30+ daily outbound calls to drive customer engagement. Maintained accurate interaction and ICP records in CRM systems to ensure data integrity.

CRM Outbound Calls Data Integrity Feedback Analysis Training ROI Tracking