Suzanne Carvalho

As a seasoned Customer Success Manager with over 15 years of experience, I have developed a strong expertise in managing end-to-end customer journeys, delivering proactive support, and fostering strong customer relationships. My proficiency in risk mitigation, customer health monitoring, and growth through upselling and cross-functional collaboration has enabled me to drive customer-centric outcomes and enhance satisfaction and loyalty.

Throughout my career, I have had the opportunity to work with a diverse range of clients, from SMB to enterprise, and have successfully implemented tailored Success Plans to achieve strategic guidance and customer-centric outcomes. My experience in managing remote operations, performing training, and overseeing scheduling and operational workflows has allowed me to achieve high levels of customer service and enhance customer loyalty.

I am skilled in using metrics and signals to prioritize customer outreach, promoting retention and satisfaction. I am also proficient in delivering scalable training programs, including webinars and digital journeys, to improve product adoption and enhance customer ROI. My technical proficiencies include Salesforce, Gainsight, HubSpot, PSA tools, Microsoft Office Suite, and mobile/web technologies.