Vinícius Geremia

I’m a results-oriented Customer Success leader with over 5 years of experience in high-growth SaaS environments and client consultancy. I specialize in streamlining complex operations through technology, scalable support processes, and effective team leadership.

As Head of Customer Support at Grupo 2B, I established the Customer Support department structure—transitioning from informal WhatsApp communications to a professionalized service ecosystem. I implemented the company’s first Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to deliver data-driven reports for the board of directors, then streamlined workflows to manage a portfolio of over 1,500 telecommunications consultancy clients while maintaining high satisfaction and retention.

Previously at Amplisoftware, I was promoted from Analyst to Customer Success Coordinator within one year after managing high-value Enterprise accounts and complex implementation schedules. I led the Implementation Team by using data management and strategic planning to develop team members, and I pioneered a customer experience and system onboarding initiative—building original spreadsheets and deployment timelines to improve time-to-value.

My background combines customer-facing execution with a legal lens. I worked as a Legal Assistant in the real estate sector, applying analytical skills to formalize documentation and processes, and I began my career in Information Technology through Technical Support & Web Design. Today, I bring that blend of operational rigor and empathy to customer retention, SLA/KPI governance, and LGPD (Data Privacy) compliance.