Luisa Continelli
Team Lead | Senior Client Success Manager
Summary
Results-oriented Customer Success Leader with over 10 years in global SaaS account management. Trilingual in English, Spanish, and Portuguese, specializing in customer retention, renewals, and fostering long-term partnerships. Skilled in cross-department collaboration and team development, driving high performance and engagement.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Team Lead | Senior Client Success Manager
Statista Inc.
08.2022 - 03.2026
- Managed Enterprise and Premium accounts, driving 111% NRR in 2024 through strategic retention, upselling, and expansion.
- Led and scaled a top-performing CS team, consistently exceeding KPIs, NRR targets, and ranking on leaderboards across Enterprise and Premium segments.
- Owned hiring and talent development, resulting in 3 CS promotions and 1 cross-functional promotion (CSM → Account Manager), while maintaining strong engagement and retention.
- Managed risks and mitigated potential issues through proactive planning and monitoring, ensuring timely decision-making to safeguard client relationships.
- Advised senior stakeholders on aligning platform usage with business objectives, leveraging customer data and health indicators to reduce churn and identify growth opportunities.
- Fostered positive work environment by promoting teamwork, open communication, and employee recognition initiatives, enhancing team morale and engagement.
Client Success Retention & Growth Manager LATAM
Statista Inc.
05.2021 - 07.2022
- Top Performer / Best CSM 2022, achieving 121% Net Revenue Retention through strategic retention and expansion initiatives.
- Managed LATAM Enterprise and Mid-Market portfolio, consistently surpassing renewal and growth targets (2021–2022).
- Enhanced long-term account value by aligning platform capabilities with customer business objectives, fostering retention and advocacy.
- Executed customer enablement and value realization programs in English, Spanish, and Portuguese, driving customer engagement.
Marketing Coordinator Brazil
Best Day Travel Group
10.2016 - 09.2018
- Coordinated marketing operations in Brazil, managing budget planning, media strategy, and campaign execution to enhance brand visibility and customer engagement.
- Designed and implemented online and offline marketing strategies to support lead generation, brand awareness, and commercial objectives.
- Partnered with internal stakeholders and external vendors to deliver integrated marketing initiatives, ensuring high-quality execution and on-time delivery.
- Monitored budget and managed vendors to optimize marketing expenses and improve ROI through data-informed adjustments.
- Streamlined workflows and cross-team collaboration, improving efficiency in content creation and material distribution.
- Executed trade shows and in-person events across Brazil, collaborating with Sales and Partnerships to align marketing initiatives with client and business needs.
Education
Bachelor of Arts - Communication and Marketing
Mackenzie University
São Paulo, Brazil06.2013
Skills
- Account & Portfolio Management
- Project Management
- Cross-Functional Collaboration
- Leadership
- Coaching & Mentoring
- Communication & Relationship Building
Timeline
Team Lead | Senior Client Success Manager
Statista Inc.
08.2022 - 03.2026
Client Success Retention & Growth Manager LATAM
Statista Inc.
05.2021 - 07.2022
Marketing Coordinator Brazil
Best Day Travel Group
10.2016 - 09.2018
Bachelor of Arts - Communication and Marketing
Mackenzie University
Software's & AI Expertise
Salesforce, PowerBI, MS Package, Loom, Calendly, Vidyard, Canvas, Perplexity, Langdock