Diogo Bedran Linhares Customer Success | Leadership | Onboarding | CX |

Enterprise Customer Success Manager

Doctoralia Brasil

Apr 2025 - Current (1 year 8 months)

As an Enterprise Customer Success Manager, I was instrumental in transforming the role of the Customer Success team at Doctoralia, shifting our focus from solely customer retention to actively driving expansion through upselling and cross-selling initiatives. This strategic pivot, approved by the CRO, resulted in a remarkable threefold increase in expansion numbers, showcasing our commitment to enhancing customer value and satisfaction. My expertise in customer relationship management (CRM) and account management, combined with tools like Salesforce and HubSpot, enabled us to effectively map the customer journey and implement tailored onboarding processes that fostered long-term success. Additionally, I leveraged my management coaching skil

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Business Owner

CSLG Customer Success Consulting

Oct 2023 - Current (3 years 2 months)

Advised SaaS founders and operators on Customer Success structure, post-sales playbooks, onboarding flows, hiring plans and operating rhythms built for growth.
Helped leadership teams move from spreadsheet-heavy management to clearer metrics, stronger accountability and faster decisions, implementing dashboards and operating reviews.
Supported local businesses in rolling out AI tools in their post-sales functions, from requirements and configuration to adoption, improving efficiency and conversion in sales and bookings.
Built AI-powered no-code tools that turn business data into clearer operational insight and better execution, including a QBR builder and a health assessment tool.

Director of Customer Success

Work for Impact

Feb 2025 - Apr 2025 (3 months)

As the Director of Customer Success, I led strategic initiatives to enhance customer satisfaction and retention, ensuring a seamless customer journey from onboarding to ongoing support. I managed a high-performing team, focusing on coaching and development to drive exceptional customer care and success. My role involved leveraging CRM tools, including HubSpot, to optimize our customer engagement strategies and streamline revenue operations. Additionally, I took an active role in sales management, improving our sales processes and participating in customer calls to better understand their needs. While at Work for Impact, I utilized our platform's AI features to differentiate our offerings, demonstrating how technology can enhance customer ex

Head of Customer Success & Partner

Maestro ABM

Nov 2023 - Jun 2024 (8 months)

●Managed the Customer Success team and Partners;
●Reformulated Onboarding and ongoing motions
●Built structure of the CS function to prepare for scale with Customer journey; Maturity model; Scope of work; Playbooks & Reports.
●Collaborated with Sales, Marketing and Leadership to improve GTM motion.

Senior Manager of Revenue Operations

Ion Interactive

Sep 2022 - Jul 2023 (11 months)

Structure the team, streamline processes, manage data, and support business growth:

● Structured the Revenue Operations team by designing: Scope of work (for CS, Mkt, and Sales ops), Playbooks, Reports, Running critical projects for the business, and structuring the people development aspect of the team by creating job descriptions, career plan, expectations grid based on seniority and keeping structured 1on1s.
● Restructured Deal desk function by creating an efficient process to submit, monitor and report requests.
● Management of core business rules based on Deal Desk reports.
● Support Go To Market teams and leaders, with strategic projects, presentation of reports (leading and lagging indicators), creation of

Global Director of Customer Success

Rock Content

Jul 2020 - Aug 2022 (2 years 2 months)

As the Global Director of Customer Success, I was responsible for leading strategic initiatives that enhanced customer satisfaction and retention across diverse markets. I developed and implemented comprehensive customer journey maps to ensure seamless onboarding and support, while also coaching my team to excel in their roles. My leadership extended to managing both Customer Success Managers (CSMs) and Account Managers (AMs), where I focused on driving B2B sales and optimizing account management through effective use of CRM tools like HubSpot. Additionally, I built and executed sales processes aimed at increasing expansion and cross-selling opportunities, aligning with our annual recurring revenue (ARR) and bookings targets. This multiface

Revenue Manager (CS and Sales Lead), Mid-Market

Rock Content

Jan 2019 - Jul 2020 (1 year 7 months)

● Led Pre-Sales, Sales and Customer Success teams
● Grew ARR from R$5.6M to R$14M in 12 months by redesigning segmentation,
packaging, CS playbooks, and progression plans
● Owned New Bookings, New ARR, NRR, GRR and NPS
● Ran the full revenue cycle across new business, renewals, and expansion with a
cross-functional team spanning BDRs, Sales, and Customer Success

Customer Success Team Leader

Rock Content

Mar 2013 - Jan 2019 (5 years 11 months)

Led multiple Customer Success teams of 6 to 16 people across SMB, Mid-Market and vertical segments (e-commerce, education, startups), managing portfolios of 200 to 700 accounts per team and owning NRR, GRR, NPS and leading indicators.
Improved SMB NRR from 92% to 97% and eliminated cancellations within the first 6 months, by segmenting the base, building dedicated workflows and success paths per segment, and training and coaching the team.
Led Onboarding (about 80 accounts in onboarding per month, 15 per CSM, with a 90-day activation window), cutting time to first value from 80 to 40 days. Owned activation rate, completion rate and CSAT.
Led Support, owning first response time, average resolution time, CSAT and cost per ticke

Customer Success Manager

Rock Content

Mar 2013 - Feb 2014 (1 year)

Managed a portfolio of 35–50 customers representing R$1M–R$1.6M in ARR, owning retention, expansion, activation and NPS.
Led software and services implementation for customers, from onboarding and rollout through adoption, providing hands-on guidance, training and ongoing support so each customer reached value with the platform.
Achieved quota in 11 of 12 months, and helped establish the company's retention goals by benchmarking practices with other companies.
Ran value-driven programs for the portfolio, including QBRs, trainings and customer-specific webinars, plus 1:many communications and webinars for the entire customer base.
Built content marketing strategies for each customer and monitored execution and results, ma

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Sales & Editorial Operations

Textcorner

Jan 2012 - Apr 2014 (2 years 4 months)

Editor in SIVUM blog

Buscapé Company

Jan 2012 - Dec 2012 (1 year)

As the Editor of the Sua Ideia Vale 1 milhão blog, I managed all aspects of the blog, focusing on entrepreneurship and providing valuable tips to aspiring entrepreneurs. My role involved crafting engaging content that resonated with our audience while implementing effective content strategies to enhance our reach. Additionally, I leveraged my experience in marketing automation from my previous role as the editor of the Buscape Company website, where I developed their content and contributed to their content marketing strategy. This experience allowed me to promote and expand brand awareness in the Brazilian market, ensuring that our initiatives made a significant impact during the second year of the Buscape challenge. My expertise in digita

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Editor

WebHolic

Oct 2009 - Dec 2013 (4 years 3 months)

As an Editor, I was responsible for overseeing the content strategy, which included planning, writing, and promoting high-quality articles. I managed partnerships and sales initiatives, while also executing email marketing campaigns and advertisements to enhance our reach. My role involved a strong focus on social media marketing, where I engaged with audiences and promoted our content effectively. Additionally, I had the opportunity to publish articles as an invited writer in prominent Brazilian tech outlets, further establishing my credibility in the industry. Although marketing automation was not a primary focus, my experience in managing various marketing channels and strategies contributed to a cohesive digital marketing approach that

Diogo Bedran Linhares

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Diogo Bedran Linhares

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