Renata Kashiwaya Pinheiro

Increased customer adoption by 56% and improved CSAT by 40%

In this role I oversee all post-sales operations and have sustained NRR between 120-140%+ across three years, including through 18 months of constrained new business pipeline. Exceeded professional services targets every year: 136% in Y1 , 157% in Y2, and 125% in Y3. I'm responsible for NRR, NPS, TTFV, and adoption metrics across our global customer base.

Helping start-ups and scale-ups build first class Customer Success teams that deliver long-term loyalty & growth. I am a planner (analytical, realistic) and a do-er (action-oriented) with a caring heart (integrity) and key business expertise (Customer Lifecycle, Revenue Operations, Account Management) and I help other leaders create change. Bringing a dynamic, results-driven style, I advise start-up (Seed to Series B) leaders in building the Customer Success department and discipline.

My goal is to increase company success and build capacity to grow and expand. As the founder of Success Tree I have launched/led the entire Customer cycle, including:

•Customer Success

•Customer Operations

•Customer Support

•Customer Experience

•Customer Onboarding & Implementation

•Account Management

Partnering with business owners, founders and leadership teams, Success Tree leads development of Customer Success strategy to build sustainable, scalable operations and revenue growth. In addition, we guide execution of the strategic plan and implement innovative solutions and performance metrics. Relationships are what drives business. From employees to customers, relationships are crucial to business survival. Reaching across multi disciplinary boundaries, we influence support for change and gain team engagement and alignment for providing an exceptional Customer Experience.

Pavilion is a private membership organisation for commercial growth operators, where members can openly discuss business critical issues with others in the same industry. The community is designed to support the professional development of revenue leaders at high growth companies, facilitate the sharing of best practices, and serve as a trusted private community.