Nathalia Rolim
Customer Success Manager
Based in Porto Alegre
Biography
Customer Success and Operations specialist with a strong track record optimizing B2B SaaS service delivery, SLAs, and customer retention. Experienced in ITIL-aligned problem/change management, data-driven health scoring, and cross-functional coordination with engineering and account teams. Consistently improves NRR, on-time delivery, and customer satisfaction in global, remote environments.
Technical Skills
ITILProblem ManagementChange ManagementService Level Agreements (SLA)Data AnalysisTelemetryKPI TrackingWorkflow OptimizationNotionClickUpHubSpotHubSpot CRMVoice of Customer (VoC)ChatGPTClaudeGoogle GeminiIT Service Management (ITSM)