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Taynara User

@taynaraffeijao

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Enterprise Customer Success Manager focused on retention and product adoption.

Brazil

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am an Enterprise Customer Success Manager with a proven track record in technical customer success and retention strategies within DevOps-focused SaaS solutions. My expertise lies in driving product adoption, optimizing onboarding processes, and building trusted relationships with engineering, DevOps, and security teams. I am passionate about aligning product roadmaps with customer needs to reduce churn and drive revenue growth.

In my current role at Enterprise Alumni, I successfully increased enterprise retention by 20% through structured onboarding and strategic engagement. I developed a proactive churn mitigation framework that reduced churn by 12% using predictive analytics and customer health scores. My ability to partner with engineering and product teams has led to a 15% increase in platform adoption, demonstrating my commitment to delivering long-term value to customers.

Previously, I managed a portfolio of over 100 enterprise accounts at Industrial Scientific, where I improved customer satisfaction and engagement significantly. My strategic initiatives have consistently driven revenue growth and operational efficiency, showcasing my dedication to customer success and my ability to influence product roadmaps based on customer feedback.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager - Enterprise

Current

Enterprise Alumni

Jan 2024 - Present (1 year 4 months)

As a Customer Success Manager at Enterprise Alumni, I increased enterprise retention by 20% through structured onboarding and strategic engagement. I developed a churn mitigation framework that reduced churn by 12% and optimized onboarding processes, improving customer time-to-value by 30%. I acted as a trusted advisor to key stakeholders and partnered with engineering teams to prioritize customer

Customer Success Management Onboarding Stakeholder Engagement Predictive Analytics Process Automation CRM Systems

Customer Success Manager – SMB to Enterprise

Industrial Scientific

Jan 2023 - Jan 2024 (1 year)

In my role at Industrial Scientific, I managed over 100 enterprise accounts, leading to improved customer satisfaction and engagement. I initiated a customer feedback program that resulted in product roadmap updates and improved NPS from 80 to 90. Additionally, I executed upsell strategies that contributed to a 15% revenue increase within my accounts.

Account Management NPS Upselling Customer Training Revenue Engagement Playbooks Portfolio Management

Relationship Specialist

Coca-Cola Brazil

Aug 2020 - Jan 2022 (1 year 5 months)

As a Relationship Specialist at Coca-Cola Brazil, I enhanced customer engagement by refining communication strategies and increasing coupon code usage through targeted promotions. I developed segmentation strategies that improved response rates and optimized retention efforts.