Livia Mota

CEO

Brazil8 yrs 1 mo experience

Highly StableAI Enabled

Key Highlights

Achieved NRR above 110% and GRR above 94%.
Accelerated onboarding by 20% with data-driven playbooks.
Fluent in Portuguese and English, intermediary in Spanish.

Stackforce AI infers this person is a Customer Success Manager in the SaaS industry with a focus on HR Tech.

Contact

livia.smota1993@gmail.com LinkedIn

Skills

Core Skills

Customer Success StrategyCustomer Retention & ExpansionCustomer Support

Other Skills

Account Growth & RetentionAccount ManagementAdvertisingArtificial IntelligenceB2B Customer ManagementCRM Program ManagementClient EngagementClient RelationsClient ServiceCollaborative Problem SolvingCommunicationCustomer CommunicationCustomer EngagementCustomer Experience (CX)Customer Health Scoring

About

Enterprise Customer Success Manager with 4+ years of international experience delivering measurable impact across global SaaS and HR Tech organizations. I specialize in connecting customer value to business outcomes, accelerating onboarding (TTV ↓20%), boosting retention (NRR >110%, GRR >94%), and scaling adoption through data-driven playbooks and executive QBRs. Experienced in building and operationalizing scalable Customer Success frameworks across the Americas and Europe, partnering cross-functionally with Product, Support, and Talent teams to drive long-term success. Native Portuguese, fluent in English, and Intermediary in Spanish.

Experience

Career break

Gap year

Dec 2024 – Nov 2025 · 11 mos · Remote

Immersed in Colombia to develop Spanish fluency and strengthen cross-cultural communication skills.
Gained hands-on experience in hospitality (hostel reception & events), enhancing interpersonal communication, empathy, and adaptability through direct guest engagement and event coordination.
Collaborated on the audiovisual production of the short film Ton Toy, Mestres dos Sons de Sergipe (Brazil), sharpening project coordination, creative problem-solving, and teamwork skills.

Eightfold.ai

2 roles

Customer Success Manager

Promoted

Jul 2021 – Dec 2024 · 3 yrs 5 mos

Managed a portfolio of global enterprise clients, driving NRR above 110% and GRR above 94% through strategic adoption and retention initiatives.
Accelerated client onboarding by 20% by designing and implementing scalable playbooks, improving early product adoption and satisfaction.
Led executive QBRs/ EBRs and data-driven success plans focused on measurable business outcomes and AI-powered talent transformation.
Identified risks and expansion opportunities through customer health analytics, usage insights, and stakeholder engagement.
Acted as a strategic advisor for HR leaders, aligning Talent Management and Talent Acquisition challenges with Eightfold’s platform capabilities.
Collaborated cross-functionally with Product, Support, and Engineering to reduce ticket volume by 15%, enhancing system reliability and customer trust.
Tools & methodologies: Salesforce, Jira, Zendesk, Success Plans, QBRs, Health Scoring.

SalesforceJiraZendeskSuccess PlansQBRsHealth Scoring+2

Customer Support Specialist

Jul 2020 – Jun 2021 · 11 mos

Provided technical support to enterprise customers across the Americas, Europe, and Brazil, ensuring timely resolution and exceptional service quality.
Delivered troubleshooting sessions via Zoom calls, guiding users through complex issues and achieving an average CSAT of 95%.
Awarded “Customer First 2020” for consistently prioritizing client needs and driving customer satisfaction excellence.
Created and maintained knowledge base documentation and process flows, improving team efficiency and issue resolution consistency.
Served as a mentor for new support agents, contributing to faster onboarding and strengthening team performance.

Appy pie

Customer Success Associate (Portuguese Market)

Jul 2018 – Mar 2020 · 1 yr 8 mos · Noida Area, India · On-site

Supported clients across Brazil and United States , ensuring high satisfaction and adoption of the Appy Pie platform.
Achieved 90% first-contact resolution through proactive communication, strong product knowledge, and customer-centric problem-solving.
Conducted product onboarding sessions and webinars that increased activation and retention among Portuguese-speaking users.
Translated and localized product and marketing materials, improving Brazilian market engagement
Managed customer interactions and pipelines using Zoho CRM, optimizing follow-up efficiency and service quality.

Adaan digital solutions pvt. ltd.

Customer Success Associate (B2B Accounts)

Jun 2017 – Mar 2018 · 9 mos · New Delhi Area, India · On-site

Managed a portfolio of B2B clients, ensuring service quality, satisfaction, and retention.
Led weekly client meetings to present performance updates, gather feedback, and identify upsell or cross-sell opportunities.
Collaborated with internal teams to resolve issues efficiently and improve customer communication.
Translated and localized marketing and product materials for Portuguese-speaking markets, strengthening engagement and accessibility.

Mycloud hospitality property management software

Sales And Marketing Intern

Sep 2016 – Feb 2017 · 5 mos · Gurgaon, Índia · On-site

Supported sales and marketing operations for the Brazilian market, contributing to lead generation
Assisted in product localization and Portuguese translation to improve accessibility for Brazilian users.
Designed and executed email marketing campaigns, helping drive awareness and engagement in new regions.