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Walter Gomes de Aquino Junior

@waltergomesdeaquinoj

Message

I scale enterprise customer success, retention, and revenue through customer-centric business operations.

Brazil

Message

What I'm looking for

I’m looking to lead customer-centric growth in a business where I can connect Customer Success, product, operations, and commercial strategy to improve adoption, retention, expansion, and measurable client ROI.

I'm leading SmartLocker’s business unit, where I’ve grown active users to 4,000, processed 5,000 orders, and expanded the solution to 18 Petz locations. I build customer-success-led operating models, from onboarding and health metrics to pricing, churn prevention, and stakeholder alignment.

Previously, I built a Customer Success organization from the ground up and managed an Enterprise portfolio exceeding R$1.5 million in MRR while keeping churn below 5% for five years. I drove 800% revenue growth in a strategic retail account, increased NRR by 15%, and protected two high-ticket accounts worth R$500k per month.

My background spans enterprise implementation at Getnet, e-commerce leadership at Duloren and La Estampa, process consulting, and IT business analysis at British American Tobacco. I combine customer insight, product collaboration, operational metrics, and commercial execution to accelerate adoption and sustainable growth.

Experience

Work history, roles, and key accomplishments

Current

Diretor Geral

Current

Stoom

Jan 2026 - Present (8 months)

Led the SmartLocker business unit with focus on Customer Success, processing 5,000 orders and expanding active users to 4,000. Established business model and brand positioning, implemented Customer Experience flows, and developed strategic partnerships with Petz network.

Customer Success Customer Experience Business Strategy Partnership Management NPS Stakeholder Management Product Management KPIs Onboarding Pricing Churn Analysis Upselling

Head of Customer Success

Stoom

Sep 2020 - Dec 2025 (5 years 3 months)

Managed strategic Enterprise portfolio with MRR over R$1.5 million and maintained churn below 5% for 5 years. Structured Customer Success area from scratch, defined onboarding playbooks, and drove expansion resulting in 800% revenue growth for a strategic retail account.

Customer Success Enterprise Account Management Churn Management Health Scores NPS HubSpot QBR Success Plans Time To Value Cross Selling NRR CSAT Customer Journey Mapping Automation

Engenheiro de Implantação

Getnet

May 2019 - Sep 2020 (1 year 4 months)

Managed implementation of Enterprise accounts such as Amazon and Mercado Livre, reducing average installation time by 50%. Led technical integration of VTEX Enterprise connector, increasing payment conversion rate by 15%.

Implementation Management Enterprise Accounts VTEX API Integration Web Services Technical Support Customer Satisfaction Process Standardization KPI Tracking Risk Management Training

Gerente de E-commerce

Duloren S.A.

Mar 2018 - May 2019 (1 year 2 months)

Structured the e-commerce channel from scratch, generating incremental revenue of 12% in the first year. Managed 6 strategic suppliers including Oracle Commerce platform and agencies, delivering the project in 120 days.

Ecommerce Oracle Commerce Product Owner Backlog Management Logistics Customer Service ERP Integration Payment Gateways KPI Definition Mobile Optimizations CRM Usability Testing Ads Management D2C Data Quality

Gerente de E-commerce

La Estampa

Oct 2015 - Mar 2018 (2 years 5 months)

Implemented 3 complete digital stores that increased the company's digital revenue by 45% in 24 months. Led a multidisciplinary team of 6 in Customer Success, logistics, and commercial areas.

Ecommerce Team Leadership KPI Management Inventory Management Marketing Coordination Post Sales Profitability Analysis Website Performance policies Promotional Calendar Customer Service Benchmarking Omnichannel Financial Monitoring

Consultor de Processos

ZEEK Cabides e Utilidades

Feb 2015 - Jul 2015 (5 months)

Mapped and documented operational processes that enabled the company to pass 100% of bidding requirements. Reduced administrative task execution time by 25% through elimination of process bottlenecks.

Process Mapping Documentation Compliance Flowcharts Training Manuals Internal Controls KPI development Risk Analysis Workshops Audit Contingency Planning Communication Skills

Analista de Negócios em TI

British American Tobacco

Jul 2013 - Feb 2015 (1 year 7 months)

Acted as focal point between IT and business areas in LATAM, ensuring 98% availability of critical services. Coordinated regional training for 50+ employees, increasing adoption of new tools by 30%.