Summary
Overview
Work History
Education
Skills
Languages
Certification
ADDITIONAL EXPERIENCE
Timeline
Generic
THABATA LIMA

THABATA LIMA

Summary

Dynamic trilingual Customer Success Manager with over 6 years of experience driving growth and reducing churn for B2B SaaS companies across EMEA and LATAM. Proven ability to partner with C-level stakeholders to align product solutions with customer needs, resulting in significant achievements such as a 50% increase in sales revenue for LATAM clients at Kaizen Gaming and exceeding revenue targets by 105% while managing UK and Ireland accounts at Google. Expertise in training and mentoring teams, optimizing operational processes, and ensuring SLA and KPI compliance across partnerships. Currently enhancing skills through a UI/UX design course to integrate design principles into customer success strategies for improved user experiences.

Overview

7
7
years of professional experience

Work History

Sales Account Manager – LATAM

Kaizen Gaming
12.2023 - 01.2025
  • Implemented and led BPO teams in new markets, coordinating launches across Latin America and ensuring performance, quality and compliance; achieved up to 50% incrementality on sales revenue client rate during tenure.
  • Supervised daily production and SLA metrics, identifying cross-sell/upsell opportunities that generated double-digit annual growth.
  • Built strategic relationships with partners and stakeholders, providing weekly reporting and churn-mitigation plans; worked with product teams to tailor solutions to local needs.
  • Mentored a multicultural sales team, promoting continuous training and structured feedback.

Sales Vendor Manager – UK & Ireland

Google (via Teleperformance)
12.2022 - 12.2023
  • Led the UK & Ireland market, managing multiple accounts portfolio and exceeding consistently revenue targets by +105% through strategic planning, forecasting and pipeline management.
  • Conducted vendor negotiations, performance evaluations and action plans with senior management; reported key indicators (CPL, CPA, ROAS) for data-driven decisions.
  • Trained and developed 40+ account strategists, focusing on operational excellence, productivity, and service quality.
  • Participated in process-improvement projects that reduced staff onboarding time by 20% with a new buddy system implementation and increased peer satisfaction, and decreased staff negative rotation.

Google Ads Account Strategist

Google (via Teleperformance)
06.2022 - 01.2023
  • Guided data analysis on Google Ads interface, focused on optimization of strategies that meet the needs and goals of advertisers.
  • Worked towards optimized performance at Google Ads to ensure the best ROI for every advertiser.

Fund-raising & Partnerships

Pequeno Príncipe Hospital
03.2019 - 01.2020
  • Raised funds through direct investment and cause-related marketing for Brazil's largest pediatric hospital, meeting annual targets.
  • Built long-term partnerships with donors and companies, managing communications and ensuring transparency and impact of donations.
  • Organised awareness events and digital campaigns that increased the institution's visibility.

Back-Office Sales Coordinator

Maquininha Certa
01.2018 - 12.2018
  • Responsible for strategic planning and support to the Back-Office team.
  • Maintained the relationship between the company and other network terminal operators in automatic payment.

Education

BSc - Biomedical Sciences

Universidade Tuiuti do Paraná
01.2017

Skills

  • Customer Success & Account Management
  • Client Retention & Churn Mitigation
  • BPO & Team Leadership
  • Data Analysis (CPL, CPA, ROAS, NPS)
  • Stakeholder Management
  • UX Research & Prototyping (Figma, Miro)
  • Languages: Trilingual Professional
  • Client relationship building
  • Sales strategy development
  • Lead prospecting
  • Strategic account development & Customer-oriented
  • Business growth

Languages

English
Full Professional
Spanish
Upper intermediate (B2)
Portuguese
Native or Bilingual

Certification

  • Product Design Bootcamp – Career Foundry (Ongoing, 2025)
  • Digital Marketing Certifications – Google Digital Garage, Hubspot Academy (2021)

ADDITIONAL EXPERIENCE

UX/Product Design Mentorship | Advisable Feb 2025 – Jul 2025 (6 months)

Conducted user interviews, surveys and heuristic evaluations to identify pain points and opportunities in clients' digital products. Presented insights and recommendations to stakeholders via Miro boards and structured reports, helping to drive data-informed product decisions. Collaborated with a Senior UX Designer and cross-functional team on improvements that increased usability and user satisfaction in pilot projects. Focus areas included accessibility evaluations, usability heuristics, and presenting findings with MIRO.


Timeline

Sales Account Manager – LATAM

Kaizen Gaming
12.2023 - 01.2025

Sales Vendor Manager – UK & Ireland

Google (via Teleperformance)
12.2022 - 12.2023

Google Ads Account Strategist

Google (via Teleperformance)
06.2022 - 01.2023

Fund-raising & Partnerships

Pequeno Príncipe Hospital
03.2019 - 01.2020

Back-Office Sales Coordinator

Maquininha Certa
01.2018 - 12.2018

BSc - Biomedical Sciences

Universidade Tuiuti do Paraná

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THABATA LIMA