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I helped build and scale a remote B2B Customer Success operation from an early-stage service model into a structured, scalable consulting function.
The main challenge was increasing capacity without compromising customer experience. The operation relied on manual processes, limited visibility across the customer portfolio, and a high level of dependence on individual consultants.
My role involved redesigning workflows, standardizing onboarding and recurring engagement, implementing customer health and risk-management routines, improving portfolio visibility, and creating clearer processes for retention, expansion, and cross-functional follow-up.
I also balanced team leadership with direct customer management, ensuring that operational improvements translated into a better client experience.
As a result, the operation increased capacity from approximately 5 to 30 clients per consultant, achieved a 90% NPS, and supported approximately BRL 6M in first-year revenue.
This project strengthened my expertise in Customer Success Operations, process scaling, portfolio management, retention, and building systems that allow teams to grow without losing visibility or customer focus.
The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started
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Virtual Assistant & Administrative Support
Project Overview
Provided virtual administrative support by handling online research, data organization, contact management, document preparation, and task tracking to maintain an organized workflow.
Key Responsibilities
Performed web research and collected relevant information.
Entered, updated, and organized data in spreadsheets.
Built and maintained structured contact lists.
Prepared and organized basic digital documents.
Managed files and information using a clear folder structure.
Tracked tasks, priorities, and completion status.
Maintained accuracy and consistency across assigned tasks.
Skills:
Virtual Assistance • Administrative Support • Task Management • Contact Management • File Organization • Documentation • Time Management • Attention to Detail
Tools:
Microsoft Excel • Google Sheets • Google Docs • Google Drive • Google Chrome
Great overview. Data organization, accurate spreadsheet management, and structured documentation are often what keep day-to-day operations running smoothly. Clear processes and attention to detail can make a big difference in administrative workflows.
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