Vitor Vilaça
@vitorvilaa
Customer Success & Project Manager driving onboarding-to-retention outcomes for international B2B SaaS.
BrazilWhat I'm looking for
I own customer outcomes from implementation and delivery through adoption and retention, bringing customer relationship ownership with the project discipline to manage scope, priorities, risks, and stakeholders. I currently manage approximately 120 North American B2B SaaS accounts, running a structured 3-session onboarding program that drives 75% of clients to their first booked meeting within 21 days.
I’ve reduced portfolio churn from 15% to 7% in the first quarter by building a segmented health-scoring model, running personalized win-back sequences, and reactivating 5 dormant accounts—then scaling the recovery framework company-wide. I also integrate LLMs (Claude, ChatGPT) into delivery workflows to automate onboarding prep and client communications, cutting meeting prep from 1 hour to 15 minutes, and I partner directly with Product and Engineering to translate customer problems into actionable evidence.
Experience
Work history, roles, and key accomplishments
Canadian AI SaaS (LinkedIn outreach automation), managing a 120-account B2B portfolio of North American founders and owner-operators across four US time zones.
- Run a structured 3-session onboarding program for every new account, driving 75% of clients to their first booked meeting within 21 days, the core time-to-value milestone.
- Reduced portfolio churn from 15% to 7% in the first quarter by
US on-demand aviation services company (helicopter charters), working fully remote with US clients and vendors.
US on-demand aviation services company (helicopter charters), working fully remote with US clients and vendors.
Managed ~20 concurrent client engagements per month end-to-end — sole client-facing owner from scoping through delivery — recognized as top performer by on-time delivery ra
Travel
Career Break
May 2023 - Mar 2024 (10 months)
Intentional 10-month sabbatical after a company-wide layoff: planned, produced, and published Jovem Viajante, a self-funded travel content project.
EdTech SaaS serving students at Brazil's top universities.
- Led a field-marketing organization of ~100 teams across 50+ universities through 2 coordinators, acquiring 25,000 qualified users in 6 months via on-campus activation and WhatsApp-based lead capture and nurturing.
- Built the acquisition funnel and lifecycle frameworks that scaled the product into new institutional markets.
Created copy and content for Responde AI’s EdTech SaaS offerings. Worked on content strategy, storytelling, and writing to support product and marketing goals.
Supported marketing operations for Responde AI’s EdTech product, including field marketing activities. Assisted with planning and execution using tools such as Microsoft Excel.
As a business representative, my objective was to discover a playbook by testing, failing and learning fast. It would include:
- Register, present the product and sell it to hundreds of people;
- Participate in prospecting events and negotiate partnerships with different academic segments.
- Train and prepare a team to execute referral campaigns;
- Organize and train the sales pitch of the team;
-
Education
Degrees, certifications, and relevant coursework
UniCesumar
Tecnólogo (Higher Education Diploma), Marketing
2018 - 2025
Universidade Federal de Juiz de Fora
Coursework , Electrical and Electronics Engineering
2013 - 2017
Dublin Institute of Technology
Bachelor of Engineering - BE, Electrical
2015 - 2016
Continued my Electrical Engineering studies with a strong practical focus as part of an academic exchange program from Brazil.
Availability
Location
BrazilAuthorized to work in
Job categories
Skills
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