Pedro Fontes
@pedrofontes
Customer Success leader driving onboarding, retention, and data-informed outcomes.
BrazilWhat I'm looking for
I am a Customer Success specialist with 10+ years managing client relationships, onboarding, and account operations across international markets. I build trust-based partnerships and act as a strategic advisor throughout the customer lifecycle.
Most recently I led global onboarding operations, designing playbooks that improved early-stage CSAT by 20% and reduced onboarding delays. I monitor KPIs like time-to-launch and adoption milestones, and develop escalation and recovery plans for at-risk accounts.
I have experience mentoring CSMs, standardizing processes, and coordinating cross-functionally with Sales, Product, Legal, and Technical teams to ensure operational consistency. My background includes roles supporting LATAM expansion, automation solutions, IoT, EAM, and cybersecurity accounts.
After a planned 2024 sabbatical, I deepened expertise in AI, automation, and data-driven processes and am returning to the market energized and ready to deliver value in dynamic, high-tech environments.
Experience
Work history, roles, and key accomplishments
Global Onboarding Team Lead
Remofirst
Feb 2024 - Nov 2024 (9 months)
Oversaw global client onboarding operations, designed playbooks that improved early-stage CSAT by 20% and reduced onboarding delays, and managed KPIs to drive adoption and recovery plans for strategic accounts.
Senior Customer Success Manager
Multiplier
Sep 2023 - Feb 2024 (5 months)
Managed strategic accounts and acted as escalation point for high-value clients, conducted business reviews with KPI-driven recommendations, and mentored junior CSMs to standardize customer processes.
Customer Success Manager
Multiplier
Sep 2022 - Sep 2023 (1 year)
Onboarded and supported international clients, aligned implementations with compliance standards, and maintained order and request tracking to ensure timely resolutions and strong stakeholder relationships.
LatAm Expansion Manager
ElectroNeek
May 2022 - Oct 2022 (5 months)
Led LATAM expansion efforts, evaluated regional partnerships and negotiated agreements, and coordinated with technical teams and MSPs to deliver automation solutions across the region.
Account Manager
iT.eam
Jun 2021 - May 2022 (11 months)
Managed accounts in IoT, EAM, and cybersecurity, oversaw order lifecycle and project delivery, and prepared KPI reports with process optimization recommendations to align solutions with client goals.
Education
Degrees, certifications, and relevant coursework
CSCoursera (Google Data Analytics Specialization)
Professional Certificate, Data Analytics
2023 - 2024
Completed the Google Data Analytics Specialization on Coursera covering data cleaning, analysis, visualization, and R/SQL basics.
PGPontifical Catholic University of Minas Gerais
Postgraduate, Project Management
2021 - 2023
Postgraduate studies in Project Management completed at PUC Minas from 2021 to 2023 focusing on project planning and execution methodologies.
Universidade Norte do Paraná (UNA)
Bachelor, Commercial Management
2013 - 2014
Completed undergraduate studies in Commercial Management with coursework in sales, finance, and business operations.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
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