Vinicius Silva
@viniciussilva2
I build SaaS customer lifecycle systems that reduce churn, improve activation, and scale retention revenue.
BrazilWhat I'm looking for
At FastBuilt Intelligent Solutions, I lead onboarding, support, and customer success for 250+ SaaS subscribers. I've reduced monthly churn to under 2%, sustained NPS above 75, and supported 50% company revenue growth while maintaining LTV/CAC above 4x.
I built FastBuilt's Customer Success function from scratch, including lifecycle playbooks, Grafana adoption dashboards, HubSpot workflows, and Claude Code automations for support routing and churn alerts. I also bring customer-first product experience from the founding team and international market research from ACATE's Canada-focused Global Gateway Program.
Experience
Work history, roles, and key accomplishments
Head of Customer Relations
FastBuilt Intelligent Solutions
Jan 2025 - Present (1 year 8 months)
Strategic and operational ownership of Onboarding, Support, and Customer Success, managing a live portfolio of 250+ subscribers and reporting directly to the founding team. Sustained NPS above 75 and reduced monthly churn to under 2%.
International Mission Representative
ACATE Global Gateway Program
Nov 2025 - Nov 2025 (0 months)
Selected by ACATE to represent FastBuilt in a startup internationalization program focused on the Canadian construction-tech ecosystem. Conducted market viability research and mapped entry barriers for the Canadian construction market.
Head of Customer Success
FastBuilt Intelligent Solutions
Feb 2022 - Jan 2025 (2 years 11 months)
Built the Customer Success function from scratch, implementing processes, metrics, tooling, and team structure across a base of 200+ enterprise clients. Designed and deployed the full lifecycle framework and activated 150+ clients in 3 years.
Onboarding Analyst
FastBuilt Intelligent Solutions
Jul 2020 - Feb 2022 (1 year 7 months)
Founding team member who conducted end-to-end onboarding for new clients and established the activation process that became the foundation of the CS playbook. Co-developed the Business Model Canvas and persona mapping.
Education
Degrees, certifications, and relevant coursework
Fundação Getulio Vargas
MBA, Business Management
2025 -
MBA in Business Management in progress, expected completion in December 2026.
Regional University of Blumenau
Bachelor's Degree, Civil Engineering
2017 - 2021
Bachelor's Degree in Civil Engineering from the Regional University of Blumenau, including an academic exchange at the University of Minho, Portugal.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Job categories
Skills
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