Sara Vera-Cruz Quintas
Sesimbra
Summary
Customer Success & Care Manager with a proven track record of driving retention, growth, and client satisfaction. Experienced in strategy, leadership, and cross-functional collaboration with product and finance teams. Strong background in international management and business development across Europe and LATAM.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
11
11
years of professional experience
Work History
Manager of Customer Success and Care
Cargofive
09.2023 - Current
- Reporting directly to the CEO
- Designed and implemented customer success strategy → NRR +120%
- Defined OKRs and KPIs, reaching 95% client satisfaction
- Standardized SLAs, CSAT, CAD, and NPS
- Led a team of 4; improved onboarding (time to value = 30 days)
- Built CRM in Hubspot for health score tracking
- Defined product roadmap with Product team
- Ran A/B testing to improve customer experience
- Measured NRR, MRR, churn with Finance team
Customer Success Manager
Cargofive
11.2022 - 09.2023
- Reengineered customer success initiatives → proactive engagement (
- Partnered with Product team to integrate customer feedback
- Boosted adoption, growth, and renewals
Sales Consultant (Iberia & LATAM)
BIMobject
02.2022 - 11.2022
- Managed key accounts, securing +10% revenue increase
- Designed strategic deals with BIMs
- Expanded regional market penetration
Business Development (Iberia & LATAM)
BIMobject
06.2021 - 02.2022
- Identified new business opportunities via prospecting and cold calling
- Scheduled 16+ meetings/month with qualified leads
Sales & Marketing
Euroatla
12.2018 - 06.2021
- Increased revenue by 25%
- Enhanced brand engagement by 40%
- Strengthened long-term client relationships
Procurement Manager
Nuvi Group
06.2018 - 12.2018
- Reported directly to Procurement Director
- Managed procurement of raw materials for Refringo factory (Angola)
- Oversaw orders and forecast management
- Handled client relations, import/export, SAP Sales & Distribution
Import/Export Senior Specialist
Nuvi Group
10.2017 - 05.2018
- Coordinated air & maritime freight management
- Oversaw logistics operations (import & export)
- Negotiated with freight agencies & 3PL providers
- Implemented process improvements
Customer Excellence Team Coordinator
Cabify
06.2016 - 04.2017
- Founding team of Cabify Brazil; led 8-member team (São Paulo & Rio de Janeiro)
- Reached 90% satisfaction score
- Heavy usage of Zendesk for support operations
Marketing Assistant
Exponor INOV Contact
02.2015 - 09.2015
- Managed social media campaigns (Facebook, Instagram)
- Supported marketing projects & events
- Promoted Portuguese Wines with Vini Portugal
Education
Master - International Management
ISCTE Business School
01.2020
Post-Graduation - Human Rights
University of Coimbra
01.2013
Licentiate - International Relations
Universidade Lusíada de Lisboa
01.2011
Erasmus Program - undefined
University of Bologna
01.2010
Skills
- Tools: Intercom, Freshdesk, Churn360, Salesforce, Pipedrive, Hubspot, Jira, Trello, Airtable, Slack, Mixpanel, Zapier, Canva, Postman, NBN, APIs, ERPs, TMS
- Core Competencies: Customer Success Strategy, Client Retention & Churn Reduction, Team Leadership & Development
Languages
Portuguese – Native
English – Fluent
Spanish – Advanced
Italian – Basic
Publications
- Honorable Mention – Investigative Award 2019 (APAV)
- Publication – “Para quando a erradicação da MGF na Guiné-Bissau?”
Timeline
Manager of Customer Success and Care
Cargofive
09.2023 - Current
Customer Success Manager
Cargofive
11.2022 - 09.2023
Sales Consultant (Iberia & LATAM)
BIMobject
02.2022 - 11.2022
Business Development (Iberia & LATAM)
BIMobject
06.2021 - 02.2022
Sales & Marketing
Euroatla
12.2018 - 06.2021
Procurement Manager
Nuvi Group
06.2018 - 12.2018
Import/Export Senior Specialist
Nuvi Group
10.2017 - 05.2018
Customer Excellence Team Coordinator
Cabify
06.2016 - 04.2017
Marketing Assistant
Exponor INOV Contact
02.2015 - 09.2015
Post-Graduation - Human Rights
University of Coimbra
Licentiate - International Relations
Universidade Lusíada de Lisboa
Erasmus Program - undefined
University of Bologna
Master - International Management
ISCTE Business School
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