Revenue & Market Strategy
JOÃO RUSSO
Senior Customer Success & Operations Manager
Dublin
Summary
Strategic and highly analytical revenue leader with experience spanning GTM planning, revenue operations, forecasting, and enterprise commercial execution across global markets. Proven ability to design and optimize territory models, quota frameworks, and GTM execution in high-growth SaaS environments. Strong cross-functional partner to Sales Leadership, Revenue Operations, and Finance, with a track record of driving revenue predictability, scalable processes, and market-aligned coverage models in fast-paced, matrixed organizations.
Overview
10
10
years of professional experience
5
5
Certifications
5
5
Languages
Work History
Customer Success Account Manager
Greenhouse
07.2025 - Current
- Pioneered a hybrid renewal + expansion role managing a $4M ARR book of business, directly contributing to regional revenue growth and forecast accuracy.
- Partnered with Sales and CS leadership to analyze regional performance trends, identify expansion opportunities, and translate insights into GTM execution plans.
- Led GTM initiatives for LATAM, including market-specific enablement, content localization, and targeted professional services motions to improve coverage and conversion.
- Supported pipeline and revenue forecasting through analysis of renewal risk, expansion potential, and customer segmentation.
- Acted as a key regional input into territory and account planning discussions, ensuring alignment between market opportunity and coverage.
Senior Customer Success Manager
LinkedIn
11.2021 - 07.2025
- Partner with CS leadership to improve business rhythm processes including QBRs, MBRs, onboarding frameworks, and engagement tracking across the customer lifecycle.
- Developed onboarding frameworks that reduced new hire ramp time by two weeks, accelerating team readiness and impact.
- Lead internal team meetings and mentoring initiatives, including churn clinics, onboarding strategy, and peer coaching.
- Deliver customer insights to cross-functional teams, influencing Product, Enablement, and Marketing strategies to better align with customer needs.
- Collaborate with internal stakeholders to support reporting, performance tracking, and operational improvements related to customer health and risk segmentation.
- Delivered regional insights to leadership on customer performance trends, influencing GTM prioritization and resource allocation.
Customer Success Manager
Datadog
01.2021 - 11.2021
- Identified and executed expansion opportunities, increasing platform usage and customer spend by 130%, contributing to regional revenue targets.
- Collaborated with Sales and Marketing leadership to design and implement region-specific GTM strategies.
- Supported account-level forecasting and pipeline reviews, ensuring alignment between usage trends and revenue expectations.
- Delivered executive-level product and value positioning, translating technical complexity into commercial outcomes.
Renewals & Operations Manager Enterprise Sales
Escher Group
01.2020 - 01.2021
- Promoted after overachieving expectations on my previous role.
- Built and launched a global renewal and GTM execution framework, including tiered pricing models, lifecycle automation, and CRM-integrated workflows, driving a 12% revenue increase.
- Played a key role in GTM planning across EMEA and LATAM, providing regional insights into pricing, packaging, and coverage strategy.
- Partnered with Sales Leadership and Finance on forecasting, revenue planning, and reporting cadences, improving alignment between pipeline, targets, and actuals.
- Managed a quota-carrying book of business representing 40% of total revenue, closing complex 6–7 figure enterprise renewals.
- Supported book-of-business design and account allocation, balancing revenue opportunity, risk, and rep capacity.
Enterprise Business Development
Escher Group
01.2018 - 01.2019
Account Manager
WHATCLINIC
01.2017 - 01.2018
Business & Sales Developer
ERASMUSU
01.2016 - 01.2017
Education
Masters in International Economics - International Relations
University of Coimbra
MA - Arts and Literature
University of Lisbon
Lisbon02-2017
Skills
GTM Planning & Execution
Revenue Forecasting & Pipeline Management
Sales Performance & GTM Analytics
Cross-Functional Leadership (Sales, RevOps, Finance)
Market Segmentation & Coverage Models
CRM & BI Tooling (Salesforce, Looker, Tableau, Power BI)
Customer Success
Project Management
Accomplishments
Onboarding - Planned and designed new onboarding plan for a team mate returning from mat leave.
Enablement - Designed and executed training plan for Sales Team for usage o Salesforce and Qvidian
Certification
Digital Sales – Google
Interests
Systems & Process Design
Data, Analytics & Modeling
Music & Literature
Timeline
Customer Success Account Manager
Greenhouse
07.2025 - Current
Senior Customer Success Manager
LinkedIn
11.2021 - 07.2025
Customer Success Manager
Datadog
01.2021 - 11.2021
Renewals & Operations Manager Enterprise Sales
Escher Group
01.2020 - 01.2021
Enterprise Business Development
Escher Group
01.2018 - 01.2019
Account Manager
WHATCLINIC
01.2017 - 01.2018
Business & Sales Developer
ERASMUSU
01.2016 - 01.2017
Masters in International Economics - International Relations
University of Coimbra
MA - Arts and Literature
University of Lisbon
GAINING KNOWLEDGE
- Sales Methodologies
- Business Planning
- Psychology/How to Influence
- I am constantly reading and completing online courses on business strategy/planning, leadership, sales, negotiation.