Felipe P

Senior Customer Success Manager @ TOTVS

About

Customer Success professional with strong experience managing SaaS customer lifecycles. Focused on retention, adoption and revenue growth. Experienced partnering with enterprise and mid market clients to drive product adoption. Strong collaboration with Sales, Product and Support teams. Track record managing strategic portfolios and engaging executive stakeholders.

Country

Brazil

City

Florianópolis

Industry

Computer Software

Skill

Google Workspace, Zoom, Analytical Skills, Business, Enablement, Partner Relationship Management, HubSpot, Gainsight, Customer Relationship Management (CRM), Project Management, Startups, Software as a Service (SaaS), Customer Success, Customer Retention, Account Management

Experience

Senior Customer Success Manager

TOTVS

2024-7 - 2025-12 · 1 yr 6 mos

- Managed a portfolio of mid market and enterprise SaaS customers across the full customer lifecycle. - Led customer adoption, onboarding and expansion initiatives to increase engagement and long term value. - Guided clients through platform transitions during the integration between RD Station and Exact Sales. - Designed customer success playbooks and adoption programs improving platform usage consistency.- Built dashboards to monitor Net Revenue Retention and customer health indicators. - Contributed to initiatives that reduced Net Revenue Churn by 50 percent across managed segments. - Acted as strategic advisor coordinating Sales, Product and Support teams to deliver customer outcomes.

Enterprise Customer Success Manager

TOTVS

2021-10 - 2024-7 · 2 yrs 10 mos

- Managed a portfolio of enterprise SaaS customers. - Developed strategic success plans aligned with customer business goals. - Coordinated cross functional initiatives to resolve risks. - Received consecutive Customer Success Awards for retention performance

Partner Customer Success Manager

TOTVS

2018-4 - 2021-10 · 3 yrs 7 mos

- Managed lifecycle success for agency partners delivering marketing automation services. - Helped partners improve adoption and retention strategies. - Maintained average Net Revenue Churn of negative 2 percent across 5M USD ARR portfolio. - Received nine Customer Success Awards for retention and revenue performance.