Diogo Assis
Senior Customer Success Leader
Porto,Portugal
Summary
Accomplished Customer Success leader with 26 years of experience, including 13 years dedicated to Customer Success. Proven track record in managing enterprise portfolios exceeding €30M across EMEA and the Americas. Proven ability to craft scalable Customer Success strategies, enhance executive relationships, and boost retention and customer satisfaction while driving revenue growth. Known for a strategic approach that aligns customer needs with business objectives to achieve exceptional outcomes. Ready to leverage extensive experience and proven leadership skills in a senior role to further elevate organizational success.
Overview
25
25
years of professional experience
24
24
Certifications
4
4
Languages
9
9
years of post-secondary education
Work History
VP of Customer Success Management
CoreMedia
02.2025 - 08.2025
- Led a team of 4 CS Directors and 13 CS Managers managing a €30M+ ARR enterprise portfolio with high renewal performance.
- Designed and rolled out the global Customer Journey framework, standardizing lifecycle processes across regions.
- Spearheaded customer profitability initiatives and cross-functional collaboration, driving operational efficiency and improving gross margin and account health.
- Built and maintained senior executive relationships, securing long-term strategic partnerships and minimizing churn risk.
- Developed comprehensive training programs for Customer Success teams, enhancing service delivery and client engagement across all levels.
Principal Customer Success Manager
Qlik
12.2022 - 02.2025
- Managed strategic enterprise accounts, owning renewals and commercial negotiations to ensure retention, securing renewal rates consistently above 92%.
- Increased platform adoption by aligning customer business priorities with Qlik data and analytics capabilities, resulting in an average 25% growth in active user engagement within the first 6 months.
- Developed strategic customer success plans, aligning product capabilities with client goals to enhance retention and engagement.
- Led workshops, QBRs, and executive governance to strengthen strategic alignment and surface risks early.
- Acted as customer advocate, influencing product roadmap and improving customer experience.
Senior Customer Success Manager
Unit4
09.2021 - 12.2022
- Managed enterprise portfolios across EMEA and developed Success Plans to drive value realization and renewal outcomes.
- Guided junior CSMs on executive communication and strategic account planning.
- Improved sentiment and customer loyalty, contributing to an NPS increase from 32 to 54.
- Built strong executive alignment through structured business reviews and proactive escalation management.
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the Customer Success organization.
- Identified opportunities to improve business process flows and productivity.
Customer Success Account Director
Adobe
01.2019 - 01.2021
- Led the Customer Success for Adobe’s most strategic customer in the Nordics, partnering directly with C-level stakeholders.
- Accelerated digital experience maturity and increased product usage by 75%, driving deeper adoption of Adobe solutions.
- Achieved up to 289% revenue growth by tying business goals to platform capabilities and long-term transformation plans.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long-term goals.
- Delivered executive training and ran joint account planning with Sales to strengthen retention and commercial predictability.
Principal Customer Success Manager
SAP
01.2013 - 12.2018
- Managed SAP’s most strategic enterprise customers in Latin America, building senior executive alignment and long-term partnership value.
- Led initiatives that cut support ticket volume by 70% and reduced time to resolution by 75%, significantly improving customer satisfaction and operational efficiency.
- Mentored and enabled over 20 CSMs globally, strengthening advisory capabilities and driving consistent, outcome-based customer engagement.
- Spearheaded initiatives to enhance cross-departmental collaboration, driving efficiency and improving overall customer experience through shared objectives.
- Established the Customer Success function in the region, designing a scalable engagement framework later adopted across other geographies.
- Cultivated strong relationships with key stakeholders, including customers and internal team leaders, to promote collaboration and long-term success.
Senior Software Consultant
BMC Software
01.2012 - 12.2012
- Led end-to-end technical delivery for enterprise customers, including requirements gathering, solution design, implementation, validation, and knowledge transfer.
- Developed and delivered customized software solutions that increased customer platform adoption and drove a 20–35% increase in usage across key enterprise deployments.
- Collaborated with Sales to evaluate competitive positioning, contribute to RFP responses, and influence solution strategy in complex deal environments.
- Conducted workshops and gap analysis sessions to align proposed solutions with customer needs and project scope.
- Delivered technical presentations and Proofs of Concept to support pre-sales and accelerate decision cycles.
Delivery Consultant
Compuware
09.2008 - 11.2011
Technical Account Manager Intern
Microsoft
10.2007 - 07.2008
Account Technology Specialist Intern
Microsoft
01.2005 - 09.2007
Software Developer Intern
Accenture
02.2004 - 12.2004
Software Developer
Federal University of Brasilia
09.2003 - 01.2004
IT Administrator
CEI - Comercio Exportacao e Importacao de Materiais Medicos
04.2002 - 09.2003
Help Desk Coordinator
Allen Informatica
03.2000 - 06.2001
Education
Bachelor's Degree in Information Systems - Systems Analysis
UNESA – Universidade Estacio De Sa
Rio De Janeiro, Brazil 02.1999 - 07.2008
Skills
Product Adoption Enhancement
undefinedCertification
Microsoft 365 Certified: Fundamentals - Microsoft
Custom
Customer Spotlight Award - Adobe - 2019-08, Dream, Dare, Do Award: Team Player - SAP - 2014-03, Dream, Dare, Do Award: Customer Breakthroughs - SAP - 2014-06, Ciulla Team Recognition - SAP - 2013-06, IBGE Census - Microsoft - 2007-01
Custom
- The Imperative of Customer Success in Today's Business Landscape - LinkedIn - 2023-08
- Understanding the Distinction between Customer Success and Customer Experience - LinkedIn - 2023-08
Timeline
VP of Customer Success Management
CoreMedia
02.2025 - 08.2025
Principal Customer Success Manager
Qlik
12.2022 - 02.2025
Senior Customer Success Manager
Unit4
09.2021 - 12.2022
Customer Success Account Director
Adobe
01.2019 - 01.2021
Principal Customer Success Manager
SAP
01.2013 - 12.2018
Senior Software Consultant
BMC Software
01.2012 - 12.2012
Delivery Consultant
Compuware
09.2008 - 11.2011
Technical Account Manager Intern
Microsoft
10.2007 - 07.2008
Account Technology Specialist Intern
Microsoft
01.2005 - 09.2007
Software Developer Intern
Accenture
02.2004 - 12.2004
Software Developer
Federal University of Brasilia
09.2003 - 01.2004
IT Administrator
CEI - Comercio Exportacao e Importacao de Materiais Medicos
04.2002 - 09.2003
Help Desk Coordinator
Allen Informatica
03.2000 - 06.2001
Bachelor's Degree in Information Systems - Systems Analysis
UNESA – Universidade Estacio De Sa
02.1999 - 07.2008