Lilian Antônio

Lilian Antônio

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Customer Success Analyst | Retention, Churn & Engagement | NPS, Customer Journey & Experience
Piracicaba, State of São Paulo, Brazil
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Jobs verified_user 0% verified
  • MLabs
    Analista de Sucesso do Cliente Pleno (CS) | Customer Success Manager (CSM)
    MLabs
    May 2026 - Current (3 months)
    A mLabs é uma das principais startups SaaS da América Latina, especializada em gestão, automação e análise de mídias sociais. * Onboarding de novos clientes e acompanhamento da adoção da plataforma * Gestão do relacionamento com clientes (ongoing), alinhamento de expectativas e suporte no uso da ferramenta * Identificação de oportunidades de expansão e atuação em retenção e redução de churn * Suporte na resolução de dúvidas e problemas complexos * Condução de treinamentos, apresentações e webinars para engajamento e educação dos clientes * Realização de reuniões periódicas com clientes da carteira, incluindo contas estratégicas * Acompanhamento de KPIs de sucesso do cliente e análise de performance da base * Elaboração de relatórios com in
  • Pulse Client Experts
    Customer Experience (CX) and Business Supervisor
    Pulse Client Experts
    Jul 2025 - Current (1 year 1 month)
  • Pulse Client Experts
    Customer Success Manager (CSM)
    Pulse Client Experts
    Jul 2025 - May 2026 (11 months)
    Company affiliated with the Santander Group | Customer Experience Key Results: 🏅 +R$1,000,000 preserved in 6 months 🏅 Annual retention target doubled (25% → 50%) 🏅 Sustained NPS above 70, peaking at 92% 🏅 ~90 days without detractors during a critical period 🏅 Active churn reduction through predictive analysis 🏅 +6 months without regulatory issues (Bacen) 🏅 Structure recognized internally as a performance benchmark I was responsible for building the Customer Success team from scratch in an operation affiliated with the Santander Group, directly focusing on the experience and retention of strategic banking clients. I lead a team of approximately 25 professionals, managing an average of 250 clients per day, totaling around 7,500 mon
  • Pulse Client Experts
    Customer Experience Lead
    Pulse Client Experts
    Feb 2025 - Jun 2025 (5 months)
    Key Results: 🏅 NPS growth from 56% to 70%, surpassing financial sector benchmarks 🏅 49 consecutive days without detractors 🏅 Sustained average CSAT above 88% 🏅 Stabilization of critical operational metrics in a short timeframe 🏅 Reduction of operational friction through process restructuring I took over the leadership of the customer service operation (SAC) in a highly complex and regulated environment, focusing on operational efficiency, customer experience, and results governance. Within just three months, I guided the operation with a strategic approach, structuring processes, raising quality standards, and consolidating a culture driven by metrics and performance. Direct responsibilities included: * Leading the customer servic
  • Pulse Client Experts
    Customer Experience & Business Performance Analyst
    Pulse Client Experts
    Oct 2024 - Jan 2025 (4 months)
    Key Deliverables: 🏅 High resolution in complex cases 🏅 Consistency in meeting SLAs 🏅 Clear and consultative communication in a sensitive environment 🏅 Contribution to maintaining satisfaction metrics 🏅 Promoted after only 4 months with the company I worked on the front line of the banking customer experience, managing end-to-end interactions in a highly regulated and operationally responsible environment. My role went beyond simply resolving requests: it involved context assessment, risk analysis, consultative clarity in communication, and ensuring compliance at every stage of the customer journey. Responsible for: * Full-service support for individual clients, focusing on experience, resolution, and reputational risk mitigation *
  • Pulse Client Experts
    Customer Experience (CX) & Business Specialist
    Pulse Client Experts
    Oct 2024 - Jan 2025 (4 months)
  • Labimport Equipamentos para Laboratórios
    Customer Experience & Marketing Analyst
    Labimport Equipamentos para Laboratórios
    Aug 2023 - Apr 2024 (9 months)
    E-commerce – Laboratory Materials and Chemical Reagents Key Result: 🏅 Within just 3 months of integrating into the operation, the sales target was achieved for the first time since the e-commerce was launched. I managed the customer experience and success in a technical e-commerce operation, serving both businesses and end consumers in a highly specialized and regulated segment. My role involved a full view of the customer journey: from order placement to post-sales, integrating operations, commercial, and data functions to ensure efficiency and sustainable growth. I was responsible for: * Managing B2B and B2C customer experience, overseeing the end-to-end journey * Structuring and organizing CRM, consolidating strategic data for dec
  • Bid Import
    Administrative Analyst
    Bid Import
    Oct 2022 - Aug 2023 (11 months)
    Comércio Eletrônico - Produtos de leilão de variados nichos, porém, com ênfase em arrematação de lotes automotivos, industriais e tecnológicos • CRM; • Relatórios gerenciais; • Liderança situacional; • Coordenação ocasional de atividades da equipe; • Auxílio à equipe de vendas B2B; • Gestão de marketplaces; • Análises de dados; • Melhoria/desenvolvimento de processos; • Rotinas administrativas; • Estratégias de vendas
  • Bid Import
    Customer Experience & Customer Success Analyst
    Bid Import
    Oct 2022 - Aug 2023 (11 months)
    E-commerce – Auction Products Across Multiple Niches, with Emphasis on Automotive, Industrial, and Technology Lots Key Results: 🏅 +R$50,000 recovered through strategic management of reimbursements with marketplaces, mitigating significant financial losses 🏅 Structuring and improvement of customer service processes, enhancing organization and operational flow 🏅 Implementation of internal communication improvements, increasing cross-department alignment and execution efficiency 🏅 Promotion and salary increase in less than 6 months, directly recognized for performance and impact I managed customer experience and success in a highly complex e-commerce operation, covering multiple niches, consultative sales, and both B2B and B2C negotiati
  • Bid Import
    Administrative Assistant
    Bid Import
    Jul 2021 - Sep 2022 (1 year 3 months)
  • Bid Import
    Customer Experience & Customer Success Assistant
    Bid Import
    Jul 2021 - Sep 2022 (1 year 3 months)
  • ÓTICA ATUAL
    Customer Experience & Marketing Analyst
    ÓTICA ATUAL
    Jan 2021 - Jul 2021 (7 months)
    Key Results: 🏅 +R$200K generated throughout the work delivered 🏅 +R$70K managed in paid traffic I managed customer experience and success with a complete view of the journey, from acquisition to retention, integrating marketing, customer service, and operations to drive sustainable and scalable growth. My approach was data-driven, relationship-focused, and commercially strategic, with an emphasis on retention, recurring revenue, and expansion. I was responsible for: * Strategically managing the customer journey from acquisition to post-sales, ensuring a consistent experience and opportunities for loyalty * Structuring and optimizing customer service with a focus on conversion, relationship-building, and retention, applying Customer S
  • ÓTICA ATUAL
    Sales Assistant
    ÓTICA ATUAL
    Jan 2021 - Jul 2021 (7 months)
    • Atendimento ao cliente; • Gestão de tráfego (prospecção de leads); • Gerenciamento de mídias digitais; • Captação de conteúdo; • Liderança em estratégias de marketing (ênfase no digital); • Análise de dados; • Análise de mercado; • Implantação de CRM; • Gestão de marketplace; • Relatórios gerenciais; • Análises comerciais
  • POPTEM
    E-commerce Customer Support Representative
    POPTEM
    Jan 2020 - Aug 2020 (8 months)
    Comércio Eletrônico - Artigos de Iluminação • CRM; • Faturamento; • Gestão de marketplaces; • Análises comerciais; • Rotinas administrativas; • Melhoria de processos; • Análise de dados; • Relatórios gerenciais
  • POPTEM
    Customer Experience & Customer Success Analyst
    POPTEM
    Jan 2020 - Aug 2020 (8 months)
    E-commerce – Lighting Products Key Deliverable: 🏅 My work contributed to operational organization, greater process predictability, and improved customer perception of value. I managed Customer Success in an e-commerce operation with a strong marketplace presence, focusing on structuring the customer journey, organizing data, and ensuring operational efficiency, connecting customer experience to business performance. My role integrated customer service, operations, and administrative routines, ensuring consistency in the customer experience and mitigating impacts from internal inefficiencies. I was responsible for: * Managing the end-to-end customer journey, focusing on retention, experience, and friction reduction * Structuring and o
Education verified_user 0% verified
  • Universidade Anhembi Morumbi
    Technologist, Management Processes, Processos Gerenciais
    Universidade Anhembi Morumbi
    Feb 2023 - Jun 2026 (3 years 5 months)
    Bachelor’s Degree in Management Processes with a focus on strategic management, team leadership, process structuring, and data-driven decision making. The program complements my work in Customer Success and Customer Experience by deepening knowledge in areas such as performance management, KPI analysis, strategic planning, operational efficiency, financial sustainability, and team development. Studies focused on governance, people management, continuous improvement, organizational culture, scenario analysis, and sustainable growth in data- and technology-driven environments. ➡️ Specialized Subject: 🧠 Data Structures and Algorithm Analysis (focus on Artificial Intelligence) 🧠 Advanced study in logic and data structuring, efficiency an
  • ETEC Escola Técnica Estadual de São Paulo
    Technical High School Education, Information Technology / Software Development, Informática/Desenvolvimento de Software
    ETEC Escola Técnica Estadual de São Paulo
    Feb 2017 - Apr 2019 (2 years 3 months)
    Technical Training in Software Development with an emphasis on structured logic, data modeling, and systems analysis. Throughout the program, I developed strong analytical skills, pattern recognition, data interpretation, and an understanding of the underlying structure of digital products—a foundation that now strengthens my work in Customer Success, Customer Experience, and Revenue Intelligence. Technical knowledge of systems and digital workflows enhances my ability to analyze customer behavior, identify bottlenecks, anticipate churn risks, and connect operational metrics to financial impact. This technical foundation allows me to navigate seamlessly between customer, data, and product, enabling a more strategic role in SaaS environme
Projects (professional or personal) verified_user 0% verified
  • I
    Implantação de Customer Success (CS) - Banco Santander
    Jul 2025 - Sep 2025 (3 months)
    Assumi o desafio de estruturar e implantar uma célula de retenção (Customer Success) dentro do Santander em um cenário completamente piloto: sem processos definidos, sem acessos estruturados e sem diretrizes consolidadas. Minha responsabilidade não era apenas liderar o time, era construir a operação do zero, garantindo conformidade regulatória, eficiência operacional e entrega de resultados expressivos. Atuei diretamente na: Estruturação completa da célula (acessos, permissões, sistemas e fluxos operacionais); Criação dos playbooks e padronização dos processos de retenção; Mapeamento de riscos operacionais junto a auditoria e compliance; Definição de indicadores estratégicos e operacionais (NPS, retenção, churn, qualidade, segurança regulat
  • B
    Branding and Visual Identity - Feeling Eyewear
    Jul 2021 - Aug 2021 (2 months)
    During my time at Ótica Atual, I had the opportunity to lead the development of the branding and visual identity for Feeling Eyewear, an exclusive in-house brand of the optical store. From the beginning, the focus was on creating a brand that reflected modernity, style, and authenticity, aligned with customers who were looking for more than just eyewear, but for a unique user experience. I was actively involved throughout the entire process, from developing the visual concept and defining the color palette, typography, and graphic identity, to establishing the brand’s strategic positioning in the market. This project was especially enriching as it connected creativity with business strategy, resulting in a strong and cohesive brand identity
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