Conceicao D'Costa

Working with early-stage SaaS founders who need CS support but aren't ready to hire full-time. Built renewal playbooks and churn prevention frameworks for 2–3 SaaS clients, designed for lean teams to manage independently after implementation. Created customer health scoring models so founders could see at-risk accounts before they became churn. Mapped onboarding flows end-to-end to cut time-to-value, which matters a lot when you're pre-Series A and every account counts. Ran QBR design and lifecycle strategy work for clients without an in-house CS function.

I owned my accounts fully — renewals, negotiations, retention, and any expansion conversations. No handoff to Sales. Managed 30+ SME and mid-market accounts across MEA, kept renewal rates above 85%, and caught at-risk accounts early using Salesforce. Built senior relationships, not just day-to-day ones.

Building and maintaining long lasting customer relationships. Liaise with products team to deliver innovative and efficient solutions. Focusing on relationship strategies that benefits clients and company mutually. Qualify and prioritize new and existing customer. Develop pipe-line of well qualified incremental business opportunity. Meeting and exceeding individual revenue targets. Structuring and conducting training programs. Communicating effectively with peers, managers, internal customers, vendors, consultants, and teammates.

Four years, 60+ enterprise accounts across UAE and GCC, and I owned all of it onboarding, renewals, contract negotiations, expansion. No Sales handoff. I ran QBRs that were commercial conversations, not check-ins, and I was accountable for the ARR in my portfolio. Also supported Sales in negotiations to make sure customers came in with confidence.

Supporting the Head of Sales and Sales/Account Management staff with all Accounts. Responding to queries from clients and providing after-sales support. Reconciling financial discrepancies by collecting and analyzing account information from Salesforce CRM. Facilitating accounts payable functions such as checking and processing invoices, and researching discrepancies and unpaid invoices. Generating Month-end reports and reconciliations from various CRMs. Responding to queries from clients and providing after-sales support. Answer accounting procedure questions by researching and interpreting accounting policy and regulations. Keeping up to date with Real Estate regulations and terminologies.

Looked after a book of real estate agency accounts onboarding, adoption, renewals, and day-to-day support. Trained end-users and agency teams on the platform, which brought down inbound support volume and improved stickiness. Kept CRM data clean and reporting accurate, which Sales and management relied on for pipeline visibility.

Assists the Executive in managing correspondence and written communications, transcribing information and/or preparing professional correspondence that meets high standards. Screens, prioritizes and routes correspondence. Acting as the point of contact between the executives and internal/external. Editing incoming spreadsheets to make information more accessible and concise.