Italo Gabriel Pereira dos Santos

- Manage a portfolio of 150+ SMB and mid-market SaaS customers, building strategic partnerships with business and IT stakeholders to drive adoption, value realization, and a 22% increase in retention with consistent net-positive renewals. - Lead executive business meetings focused on ROI optimization, risk mitigation, and expansion strategy; generate Customer Success Qualified Leads (CSQLs) in partnership with Sales. - Proactively identify churn risk and underutilized users, executing data-driven enablement and recovery plans while collaborating cross-functionally with onboarding, support, and account teams to ensure SLA adherence and service excellence.

- Provided strategic leadership to a high-performing team, aligning operational execution with revenue objectives to drive 7% YoY growth and achieve the third-highest monthly revenue in company history (2025). - Implemented data-driven customer lifecycle initiatives that increased retention by 22% and strengthened post-sale engagement. - Improved customer retention rates by 22% by implementing strategic customer success initiatives, including personalized post-sale engagement, proactive feedback collection, and targeted loyalty programs.

- Owned post-sale customer experience strategy, collaborating cross-functionally to increase revenue by 34%. - Identified operational inefficiencies through KPI analysis, improving workflows and reducing discrepancies by 23%. - Delivered consultative product training sessions to internal teams and customers to drive adoption and brand advocacy.

- Managed end-to-end client lifecycle, from onboarding to post-case support, enhancing client satisfaction by 12%. - Oversaw operational strategy, including process optimization and team alignment, ensuring high service quality across the firm. - Built and maintained trusted relationships with executives and legal clients by providing tailored service updates and clear communications.

- Led day-to-day operations, overseeing procurement, inventory management, and team scheduling, ensuring operational efficiency. - Managed budget and reduced operational costs by 15% through negotiations with suppliers and process optimization. - Developed and implemented inventory control measures, resulting in 10% reduction in stock wastage.

I worked as an apprentice lawyer solving cases and doing administrative services in the legal department