Janaina Spiagori

Responsible for leading a team of Customer Success Account Managers (CSAMs), supporting strategic accounts across Major, Mid-Market, and SMB segments in Brazil. Focused on driving revenue growth, customer retention and product adoption, while managing the end-to-end renewal lifecycle.

Key responsibilities:
• Leading QBRs and executive engagement strategies to strengthen long-term partnerships and customer alignment;
• Forecasting and reporting churn, Gross Retention Rate (GRR), Upsell and Dollar Net Retention (DNR) across a portfolio of ~700 customers;
• Collaborating cross-functionally with Sales, Marketing, and Product teams to enhance the overall customer experience;
• Monitoring key adoption and health metrics, including consumption, feature usage, NPS, and support case trends;
• Designing and implementing scalable strategies and processes to effectively manage the customer base through a tiered engagement model.

Responsible for leading a team of Renewals Managers for SMB accounts in Brazil and all customer segments across Latin America, with a focus on maximizing retention and reducing churn while managing a high volume of transactions.

Key responsibilities:
• Managing a team focused on executing and optimizing the renewals cycle across multiple regions and segments;
• Defining and implementing scalable processes and playbooks to handle a high volume of transactions (an average of 500 renewals per quarter);
• Collaborating with Sales, Customer Success, and Operations teams to ensure timely and successful renewals;
• Monitoring key performance metrics such as churn rate, renewal rate, and gross retention;
• Reporting churn forecasts for the regions under management;
• Identifying trends, risks, and opportunities to improve overall customer lifecycle performance across Latin America.

Responsible for managing the end-to-end renewal process for enterprise accounts, with a strong focus on revenue growth and churn mitigation;

Key responsibilities:
•Leading the end-to-end renewal process, ensuring timely and successful contract closures.
•Developing and executing retention strategies to reduce churn risk across a portfolio of high-value clients.
•Identifying early warning signs of potential churn and working proactively with cross-functional teams (Customer Success, Sales, Product, Support), to address risks.
vBuilding strong relationships with key stakeholders, including C-Level decision-makers, to reinforce the long-term value of the solution.
•Driving upsell and cross-sell opportunities in collaboration with Account Executives, when aligned with the client’s needs.
•Maintaining accurate forecasts and pipeline visibility for upcoming renewals in SalesForce.

• Responsible for the full post-sales cycle of a strategic portfolio of large clients. My responsibilities included customer onboarding, consultative support throughout the journey, and contract renewal management.
  
  My main focus was to maximize customer retention and drive revenue growth within the existing base through mitigating churn, upsell, cross-sell, and increasing engagement with the company’s solutions.

• Responsible for the entire sales process with clients and prospects in TOTVS Private BU, which serves the company's largest accounts, from identification of the opportunity, maturation until closing the deal.
• As well as follow up and guarantee the delivery success.
• Acting with the whole TOTVS’s portfolio of products and services, always focusing on value approach.

• Responsible for developing sales of Fluig and GoodData (BI) platforms on TOTVS’s units, providing training and support for the sales force in my territory.
• Working together with marketing department to provide the sales force materials, inputs, cases of success, events, webinars, presentations and developing content marketing.
• Participation in the product road map to collaborate with insights and market needs.
• Leading the main deals of the platforms, which covers the following resources: BPM, ECM, WCM, LMS, Analytics e Identity.

• Responsible for growth the customer base in the collection and contact centers segment with decisioning software and data solutions.
• Reaching Risk, Collection CRM and BI.
• Planning the strategy, relationship, and increase these clients revenue.
• New solutions identification and intense interaction with product area and marketing.