Rafael Salgado
Mira de Aire,Portugal
Summary
Accomplished Senior Customer Success professional with nearly six years' experience in SaaS, specialising in customer success, CRM consulting, and business process optimisation. Proven track record of driving customer onboarding, product adoption, retention, and long-term value through strategic guidance, workflow automation, and data-driven solutions. Experienced in managing complex stakeholder relationships, resolving high-priority escalations, and collaborating cross-functionally with Product, Engineering, Sales, and Support teams. Fluent in English (native, having grown up in the UK), Portuguese, and Spanish, enabling effective communication with a diverse international customer base.
Overview
3
3
Languages
3
3
years of post-secondary education
10
10
years of professional experience
Work history
Senior Customer Success Specialist
Pipedrive
Lisbon, Portugal
07.2024 - Current
- Manage a portfolio of SMB and mid-market customers across EMEA and LATAM.
- Lead onboarding and optimisation sessions to configure Pipedrive to sales processes.
- Advise on CRM improvements through workflow automation, reporting, and fields.
- Handle high-priority escalations by partnering with technical support and billing.
- Deliver tailored consultations on Pipedrive campaigns, projects, and Smart Docs.
- Drive engagement via business reviews and optimisation initiatives for ROI.
- Advise on licensing, subscriptions, renewals, and commercial solutions.
- Translate customer feedback into actionable product insights with product teams.
- Create customer-facing documentation, training materials, and best-practice recommendations.
- Maintain high satisfaction by managing expectations and building long-term relationships.
- Streamline onboarding for new clients.
- Collaborate with sales teams to deliver seamless customer experience.
- Seek feedback to improve product offerings accordingly.
- Proactively address churn risk before issues arise.
Customer Success Specialist
Pipedrive
Lisbon/London
04.2022 - 07.2024
- Manage relationships across assigned EMEA and LATAM accounts to support health scores.
- Onboard customers and deliver post-sale training for product adoption.
- Support clients by explaining features matched to business needs.
- Schedule regular check-ins and provide updates to confirm goal alignment.
- Identify new sales opportunities aligned to client needs when appropriate.
- Streamline onboarding for new clients to improve early success.
- Improve customer satisfaction through responsive, high-quality support and guidance.
- Resolve escalated customer queries quickly to minimise disruption.
Customer Solutions Expert
Pipedrive
Lisbon/London
07.2020 - 04.2022
- Respond to user requests quickly and accurately via phone, chat, email.
- Provide tier 1 and tier 2 technical support for multiple product features.
- Troubleshoot syncs, automations, reports, and third-party integrations documentation.
- Triage technical issues and escalate cases to engineering or relevant teams.
- Follow up on open tickets and propose suitable solutions for users.
- Manage multiple tasks in a fast-paced environment with shifting priorities.
- Support company-wide initiatives to engage users across onboarding and retention.
HP Customer Support Representative
Sitel
Lisbon
06.2019 - 07.2020
- Provided phone and email support to HP repair and warranty desk clients.
- Followed warranty guidelines, coordinating updates with repairs and delivery teams.
- Organised training sessions for new hires to improve team performance.
- Conducted outbound calls for follow-ups and issue resolutions.
- Adhered strictly to company policies during requests and customer complaints.
- Handled difficult situations calmly, protecting company reputation.
- Identified customer query patterns and proposed process improvements.
- Resolved complaints promptly, improving customer satisfaction.
Healthcare Consultant
Advinia Health Care
Manchester
11.2018 - 06.2019
- Advised healthcare providers on growing services and meeting patient needs daily.
- Followed regulations and health policies while supporting teams with budgets when needed.
- Delivered streamlined patient care procedures to improve patient satisfaction rates.
- Tracked improvement using established performance metrics.
- Reviewed medical data to flag potential areas of concern early.
- Developed contingency plans to tackle operational challenges effectively.
- Worked with medical professionals to strengthen service delivery.
- Produced detailed reports to support decision-making processes.
- Assessed incident reports and discussed issues with managers for better outcomes.
Dog Grooming Assistant
Tony&Dog
Manchester, Sale
08.2017 - 11.2018
- Maintained cleanliness and appearance of dogs throughout each grooming session daily.
- Cleaned grooming tools, salon areas, and workspaces to meet hygiene standards.
- Prepared dogs using pre-wash combing and checks for distress signals.
- Maintained records of each pet's needs and preferences for consistent service.
- Performed bathing, trimming, and nail clipping while building practical portfolio experience.
- Managed appointment schedule to maximise grooming time during busy periods.
- Trimmed fur carefully around eyes and paws to reduce discomfort risks.
- Kept grooming stations orderly to support calm, satisfied owner feedback.
- Used approved techniques to calm anxious canines during grooming sessions.
- Cut breed-specific hair to meet standards while maintaining comfort.
- Followed owner instructions for preferred styles without compromising comfort.
- Assisted professional groomers to keep workflows smooth across the salon.
- Applied flea treatments to support healthier coats and skin.
- Covered multiple roles during busy periods to keep operations running smoothly.
- Cleaned stations thoroughly after each session to maintain hygienic conditions.
- Linked with veterinary professionals for advice on skin issues or infections noted.
Waiter
Pizza Express
Manchester, Didsbury
12.2016 - 08.2017
- Served guest orders and delivered food and beverages promptly at tables.
- Checked on diners regularly to correct issues quickly and improve satisfaction.
- Handled payments using point of sale systems to learn billing fast.
- Assisted food preparation to support timely service delivery during shifts.
- Listened to complaints empathetically and offered practical solutions to resolve concerns.
- Used point of sale systems accurately for billing without errors.
- Managed table settings to maintain an enjoyable dining experience for guests.
- Explained dish components clearly so customers made informed choices.
- Accommodated special dietary requests to improve guests' dining experience.
- Answered queries and attended requests quickly to boost customer satisfaction.
- Processed payment transactions smoothly to support timely guest checkouts.
- Coordinated with kitchen staff to deliver orders promptly to tables.
- Refilled condiments and completed side duties to keep workspace organised.
- Shared customer feedback with management to support continuous improvement.
- Swept and wiped restaurant areas regularly to maintain cleanliness standards.
- Stayed calm under pressure to perform well during busy peak hours.
- Greeted guests warmly on arrival to create a welcoming atmosphere.
Education
Animal Management Level 4 -
Hopwood Hall College
Manchester, Middleton 09.2017 - 07.2018
Veterinary Nursing - Level 3 - undefined
Hopwood Hall College
Manchester, Middleton 09.2016 - 07.2017
Bachelor of Science - Veterinary Nursing
Myerscough College (University Centre)
Preston, UK 09.2018 - 09.2019
Skills
- Customer success management
- CRM consulting
- Customer onboarding and adoption
- SaaS solutions
- Customer retention strategies
- Stakeholder management
- Workflow automation
- Reporting and analytics
- Process optimization
- Customer training programs
- Technical troubleshooting
- Escalation management
- Commercial negotiation
- Cross-functional collaboration
- Pipedrive CRM expertise
- English (native)
- Portuguese (native)
- Spanish (professional proficiency)
LANGUAGES
Spanish
Fluent
Portuguese
Native
English
Native
REFERENCES
References available on request.
INTERESTS
Hiking, Horse Riding, House Decor/DIY, Volunteer Dog Walking - Rescue Centre, 'Trash' Tv
Timeline
Senior Customer Success Specialist
Pipedrive
07.2024 - Current
Customer Success Specialist
Pipedrive
04.2022 - 07.2024
Customer Solutions Expert
Pipedrive
07.2020 - 04.2022
HP Customer Support Representative
Sitel
06.2019 - 07.2020
Healthcare Consultant
Advinia Health Care
11.2018 - 06.2019
Bachelor of Science - Veterinary Nursing
Myerscough College (University Centre)
09.2018 - 09.2019
Animal Management Level 4 -
Hopwood Hall College
09.2017 - 07.2018
Dog Grooming Assistant
Tony&Dog
08.2017 - 11.2018
Waiter
Pizza Express
12.2016 - 08.2017
Veterinary Nursing - Level 3 - undefined
Hopwood Hall College
09.2016 - 07.2017