Thais Pessanha

Customer Success Manager

Intercom

May 2025 - Current (1 year 4 months)

Senior Customer Success Manager

Supermetrics

Mar 2025 - May 2025 (3 months)

Customer Success Manager

Supermetrics

Nov 2022 - Mar 2025 (2 years 5 months)

• Spearhead the renewal process for a global portfolio of 70+ customers, consistently achieving high retention rates and securing long-term commitments. • Strategically manage accounts to increase Annual Recurring Revenue (ARR), identifying upsell opportunities and successfully expanding customer usage of Supermetrics' products. • Conduct regular customer check-ins to assess satisfaction, anticipate needs, and proactively address any potential churn risks. • Collaborate closely with Sales, Product Management, and Customer Support teams to resolve issues and optimize customer experience, directly contributing to revenue growth. • Leverage strong negotiation skills to secure favorable contract terms, resulting in increased customer lifetime v

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Customer Success Manager

Mar 2021 - Sep 2022 (1 year 7 months)

• Create an exceptional experience for our customers across all lines of product; • Own the customer relationship end to end, from trial through to renewal; • Identify Upsell and Cross Sell Opportunities and work with the client in order to close them; • Partner with all areas of the business to identify gaps in service and experience, and create solutions to solve for these challenges; • Ensure customer needs are satisfied through scalable models and resources; • Help eDesk to achieve its business goals by ensuring you reach soft and hard KPIs as defined and measured by the business; • Retain customers and look for opportunities to enhance their experience and ROI by migrating to alternative versions of their product packs; • Understand an

Enterprise Customer Success Manager

Glofox

Dec 2020 - Mar 2021 (4 months)

• Build trust and long-term relationships with all Glofox users within Enterprise customer organizations; • Manage and guide Enterprise onboarding and implementation including data migrations (in collaboration with migration team), training, and technical account setup; • Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts; • Work closely with Enterprise Sales, Global Strategic Project Manager, Key Account Manager, and other internal stakeholders to deliver success for Enterprise customers during onboarding and throughout the customer lifecycle; • Track and monitor customers’ account status and identify an

SMB Customer Success Manager

Glofox

Feb 2020 - Dec 2020 (11 months)

• Build trust and longterm relationships with all Glofox users within the customer organisation; • Identify and influence decision-makers responsible for the use of Glofox solutions within customer organisations to ensure longterm retention of customers post-onboarding; • Manage a book of customers, providing training, strategic guidance and ongoing support for assigned customers; • Track and monitor customers’ account status and identify any areas of concern, and/or opportunities for growth; • Work jointly with the customer to develop a success plan for nominated customers; • Harvest customer success stories and testimonials from customers capturing business outcomes; • Demonstrate product capability, functionality and potential business o

SMB Customer Onboarding Manager

Glofox

Sep 2019 - Feb 2020 (6 months)

• Ensure SMB customers are onboarded correctly and successfully adopt the Glofox product; • Build trust and instant rapport with all new Glofox customers; • Provide onboarding, training and support for assigned customers; • Work jointly with Customer Success Managers to develop a Customer Success Plan for nominated customers; • Identify and take ownership of problems or issues with a customer and work with them to mitigate and resolve them.

Customer Success Manager

Delivery Much Brasil

Sep 2018 - Feb 2019 (6 months)

• Acted as a business consultant for franchisees in the food industry developing a solid relationship from the initial onboarding to ongoing adoption, assisting customers throughout their lifecycle focusing on management, commercial and marketing; • Understood the industry trends and customers’ business challenges, as a trusted advisor, recommended solutions to achieve overall success; • Monitored and analysed Customer Health Metrics including KPI’s, Sales & Margin Targets, tracking accounts to identify churn risk and working proactively to eliminate that; • Conducted regular business reviews to celebrate positive outcomes and see opportunities for growth, establishing success plans using benchmark in order to clarify customer goals and ena

Customer Relationship Representative

IBM

Apr 2016 - Sep 2018 (2 years 6 months)

• Worked at IBM Global Financing sector providing support to the US sales team, acting as a sales liaison with operations, being the main point of contact for external stakeholders (IBM’s Business Partners, Suppliers, and Customers) and internal stakeholders (Accounts Receivable, Accounts Payable, Sales, Billing and Legal); • Managed and created all lease and loan contracts being responsible for the entire contract life cycle, from its creation to its billing; • Performed validation calls for new customers and suppliers in order to ensure their veracity and that all necessary backup documentation is stored; • Audited all financing documentation previous to contract payment which included customer information, bank details, credit rating, pa

Bilingual Receptionist

Globosat

Oct 2015 - Apr 2016 (7 months)

Registered all visitors into the company's system and validated their entry into the building as well as booked and supervised meeting rooms and meeting related requests.

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English Teacher

Jan 2014 - Jun 2014 (6 months)

Tutored English as a second language to children from 2 to 12 years old in a project designed for children at a school. Classes included visual, auditive and sense of touch techniques.

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English Teacher

Jan 2013 - Jul 2014 (1 year 7 months)

Taught English as a second language to all ages and levels at an English school. Classes included previous preparation of lecture and extra activities, as well as speaking and writing evaluation.

International Trade Intern

Petrobras

Dec 2012 - Jun 2013 (7 months)

Managed daily processes and operational routines related to import and export of oil exploration material, which included the elaboration of improvements flow chart as well as purchase orders for imported goods, while using the government platform named SISCOMEX.

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