Open to opportunities

Vitoria Ruis

@vitoriaruis

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Customer Success leader driving retention and data-driven growth.

Australia

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What I'm looking for

I seek a customer-success role where I can drive retention and revenue through data-led lifecycle strategies, collaborate cross-functionally, and scale processes in a growth-focused, customer-centric company.

I am a results-driven Customer Success professional with over 9 years of experience in SaaS and technology, combining strong expertise in customer relationship management and business analytics.

I have managed large portfolios — including enterprise and franchise networks — and led migrations, onboarding, training, and QBRs that improved adoption, reduced churn, and unlocked upsell opportunities.

My data-driven approach leverages CSAT, NPS, health scores and product/usage analytics to identify churn risks and implement proactive mitigation plans, producing measurable engagement and revenue improvements.

I collaborate closely with Sales, Product and Support, and have implemented CRM solutions (Salesforce, HubSpot, Zendesk) and processes that scale teams internationally and improve customer lifetime value.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Everymind

Feb 2023 - Aug 2024 (1 year 6 months)

Managed a portfolio of enterprise clients, ensuring adoption of Salesforce solutions and executing customer success strategies that improved engagement and retention. Led onboarding, training, and QBRs while using health scores and CSAT to identify churn risks and drive revenue growth.

Customer Success Salesforce Onboarding CSAT QBRs Customer Health Stakeholder Management

Customer Service Manager

Adriana Figueiredo Portuguese School

Aug 2021 - Jan 2023 (1 year 5 months)

Implemented instructional design strategies and managed the student experience on Discord to improve engagement, while creating support materials and chatbot content to streamline student support and retention. Led team training to improve service quality and response consistency.

Instructional Design Community Management Discord Student Support Training Engagement

Customer Service Manager

Connexicco / Prime Leads

May 2021 - Jan 2023 (1 year 8 months)

Designed and executed C-level events to foster partnerships and generate business opportunities, and created customer communication journeys that increased engagement and retention. Developed playbooks and training materials to optimize lifecycle stages and scale CS operations.

Event Management Customer Journey And Playbooks Training Customer Engagement HubSpot CRM

Customer Service and Business Analytics Manager

Collact

Aug 2019 - May 2021 (1 year 9 months)

Managed a portfolio of over 300 clients including franchise networks and enterprise accounts; led migration of customers to Stone's platform to increase product adoption and revenue. Implemented feedback loops using NPS and CSAT and leveraged analytics to reduce churn and unlock upsell opportunities.

Customer service management Data Analysis CRM NPS CSAT Revenue Growth Account Management

Education

Degrees, certifications, and relevant coursework

Anhembi Morumbi University

Bachelor in International Relations, International Relations

Graduated in International Relations with knowledge in international project management, business internationalization, global logistics, and related topics.

Barueri Technological Institute

Technical degree in Advertising, Advertising

Completed a technical degree in Advertising focusing on branding, consumer behavior, sales strategies, and media planning.

ILCS Sydney

Customer Success & Account Management

Completed Customer Success & Account Management training and studies in customer retention, onboarding, and data-driven customer insights.

English Language Study - Sydney

English Language

Completed academic English studies emphasizing essay writing, critical thinking, and structured academic communication (certificate awarded February 2025).