Summary

With 8 years of experience in a Customer Success Management role across dynamic technology companies, I excel in strategic thinking, analytical problem-solving and effective communication. My expertise spans software development life cycles, open-source, project management, cloud-based solutions and Big Data. Additionally, I have a deep understanding of Observability, Cybersecurity and GenAI within large organisations. I am fluent in English, Portuguese and Spanish.

Career History

Elastic - Customer Success Manager - London - (Sep 2022 - May 2024)

Elastic is a search company. As the creators of the Elastic Stack (Elasticsearch, Kibana, Beats, and Logstash), Elastic builds self-managed and SaaS offerings that make data usable in real-time and at scale for use cases like search, logging, APM, metrics, security, business analytics and many more

Key responsibilities and achievements: Managed the customer journey from start to renewal for accounts worth over $8+M ACV Implemented FinOps practices to assist Elastic’s cloud solution users, driving optimization and value realisation. Crafted Success Plans, in alignment with customers, identifying objectives, milestones and criteria, linking business value to technical scenarios. I have developed a Salesforce reporting system that elevates team productivity and enriches account insights.. I collaborated with the Operations team to boost decision-making and efficiency, developing Tableau dashboards, establishing customer health KPIs, and implementing real-time alerts via Salesforce and Slack. Achieved 117% of annual target through strategic planning. Responsible for accurate revenue forecasting and identifying risk, within accounts. Holistic management of customer issues, ensuring swift resolution and satisfaction Design the architecture and size for the infrastructure necessary to support Elasticsearch deployments.

Hashicorp - Sr Customer Success Manager - London - (Jun 2021 - Sep 2022)

HashiCorp simplifies cloud infrastructure management. Their suite of tools, including Terraform, Vault, and Consul, empowers developers and operators to create and deliver powerful applications efficiently. Widely used by organisations worldwide, HashiCorp enables innovation in the cloud landscape

Key responsibilities and achievements: Managed major Hashicorp accounts in the EMEA region, and exceeded the annual target with a 103% achievement. Ensured all accounts had thorough and current documentation, enhancing the effectiveness of strategic planning. Introduced new communication channels between the Support teams, which improved customer relationships. Created Salesforce framework to help CSMs track account engagement and discover new use-cases. Pioneered Success Plan implementation with CSMs, establishing a standard for account management.

Elastic - Customer Success Manager - London (Mar 2019 - Jun 2021) Paddle.com - Customer Success Manager - London (Feb 2018 - Dec 2018) GoodBarber - Customer Success Manager -London (Feb 2016 - Feb 2018)

Education & Certifications

  • AWS Certified Cloud Practitioner - AWS

  • Elasticsearch Eng I - Elastic Training

  • Elasticsearch Eng II - Elastic Training

  • Kibana Data Analyst - Elastic Training

  • SQL: Table Transformation - Code Academy

  • SQL: Analysing Business Metrics - Code Academy

  • Bachelor’s degree, Land Surveying Engineering - University of Algarve

Languages

English (Advanced) Portuguese (Native) Spanish (Advanced)