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English, Portuguese (Portugal, Brazil), Spanish
Barcelona, Spain
Joined April, 2025
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Free
Price per session
60 min
I’m Mateus Paderes, a Customer Lifecycle Director passionate about helping people and building high-impact teams. I’ve led Customer Success, Experience, and GTM initiatives in fast-paced B2B SaaS startups across seven countries, scaling teams from scratch to 100+ professionals. I focus on connecting company strategy with real execution—achieving results like reducing churn by 70%, driving 60% ARR growth through upselling, increasing renewals by 30% and improving team productivity by 150%. My goal as a mentor is to share practical insights and help others create real, measurable impact by covering the gap between Business Strategy and CX, CS, Product, Engineering and Sales.
Executive Mentor – Customer Experience & Product Strategy Mentor for over 200 C-level leaders and senior professionals in Customer Experience, Product Development, and Leadership across Brazil and Latin America. Focused on driving customer-centric growth through personalized guidance on: • Career development and high-performance team building • Agile methodologies, product-led growth, and CX AI strategy • Use case definition, customer journey mapping, and behavior analysis Contributed to a 25%+ increase in product adoption and retention among mentees by enabling scalable, data-driven CX practices.
As the Manager of Customer Experience at Telefonica, I led a cross-functional squad of eight professionals across Product Research, Product Development, and Engineering, overseeing the product roadmap to ensure strategic alignment and drive continuous improvement. My leadership fostered a culture of innovation, enabling the team to tackle complex challenges and deliver measurable outcomes. I managed the product backlog, prioritized key initiatives, and delivered four major releases, consistently aligning our efforts with business objectives. Additionally, I provided weekly progress and profitability reports to senior leadership, ensuring transparency and maintaining strategic focus across all initiatives. A cornerstone of my tenure was driving transformative customer success initiatives that reshaped the customer experience. I spearheaded a two-year rollout of the Critical Chain Project Management (CCPM) methodology across Telefonica’s technology division, doubling project delivery capacity by 100% without additional costs. Recognizing gaps in user engagement, I designed and launched a new end-to-end customer journey, which boosted product adoption by 23%. These achievements demonstrate my ability to lead customer lifecycle strategies, optimize processes, and deliver impactful results, positioning me as an experienced mentor ready to guide mentees in building effective customer success and experience programs.
Diretor of Customer Success At Semantix, I led a strategic initiative to prepare the company for its Nasdaq IPO, driving customer success, experience, and lifecycle strategies that transformed our operations. I managed a $25M ARR portfolio, overseeing 200+ bespoke client projects, and executed initiatives that expanded ARR by 20% while reducing churn to below 2%, significantly enhancing customer lifetime value. By implementing data-driven customer experience strategies, I reduced Time to First Value by 15% and improved Net Promoter Score by 10 points, ensuring clients achieved their goals efficiently and fostering long-term partnerships. To support this growth, I scaled the customer success team from 50 to over 120 professionals across Customer Activation, Success, Account Management, and Professional Services, building a leadership pipeline with 16 direct reports. I established governance frameworks to track OKRs and KPIs, including Product Adoption, ARR Churn, and CSAT, aligning efforts with business objectives. Additionally, I developed a talent retention framework that cut turnover from 22% to under 2% per quarter through career development and engagement initiatives, creating a stable, high-performing workforce ready for mentees to learn from my expertise in scaling customer success operations.
At Speedio, as Customer Success Director, I led a team of three executives and over 35 professionals across Customer Success, Account Management, and Outbound Sales, aligning daily initiatives with the company’s strategic vision. My role involved close collaboration with senior leadership in product, technology, sales, and finance, where I spearheaded planning and transformation initiatives to drive growth and retention. I built the Customer Lifecycle team from the ground up, designing organizational structures, establishing performance frameworks, and recruiting over 30 professionals, enabling efficient service for more than 1,000 clients while fostering a culture of innovation and accountability. My achievements included a 70% churn reduction and over 90% retention within six months by leveraging AI agents, health scores, and proactive, automated support built on behavioral data analysis and customer journey mapping. I drove a 60% year-over-year upselling increase and 54% ACV growth by redesigning success loops for strategic account management, while boosting product adoption by 33% and achieving an NPS of 90+ through feedback-driven journey optimization. These results, combined with a 25% increase in ICP sales and 20% NRR growth from data-driven go-to-market strategies, position me as an experienced mentor ready to guide mentees in scaling customer success, enhancing lifecycle strategies, and delivering impactful outcomes in SaaS environments.
At EnterpriseAlumni, I served as Director of Program Management, leading global Customer Experience (CX) and Product Operations for a B2B SaaS company operating across seven countries, including the US, UK, Brazil, and Spain. Reporting directly to C-level leadership, I owned strategic programs spanning Customer Experience, Engineering, and Product Development, managing a remote team of over 20 professionals across diverse time zones and cultures. My responsibilities included driving process automation, developing CX and Product Operations frameworks, and leading strategic planning with Product and Engineering teams to align initiatives with business goals, ensuring seamless customer journeys and operational scalability. My key achievements included cutting operational costs by 40% and doubling delivery throughput by implementing process automation, which streamlined workflows and enhanced efficiency. I designed a new Product Research and Development framework using Scaled Agile and Lean methodologies, improving team efficiency and increasing product adoption by 17%. By integrating customer feedback into product roadmaps, I strengthened client relationships and drove measurable improvements in satisfaction. These accomplishments highlight my expertise as a customer success, experience, and lifecycle director, making me an ideal mentor for mentees seeking to scale CX operations and deliver impactful results in SaaS environments.
I’ve led remote customer success teams across seven countries, scaling operations from 10 to over 120 professionals in high-growth SaaS environments like Semantix and EnterpriseAlumni. By designing virtual workflows and fostering collaboration, I achieved 70% churn reduction and 90%+ retention. As a mentor, I’ll guide mentees to build efficient remote teams, optimize communication, and maintain high performance in distributed settings.
I built customer success teams from scratch at Speedio and Semantix, recruiting and structuring over 30 and 120 professionals, respectively, while reducing turnover from 22% to under 2%. My frameworks ensured scalability and alignment with business goals. As a mentor, I’ll help mentees design team structures, recruit top talent, and create cultures that drive retention and growth in SaaS organizations.
I’ve managed diverse teams of up to 35 professionals at Speedio and 20+ globally at EnterpriseAlumni, coaching executives and CSMs to exceed retention goals. My leadership delivered 60% upselling growth and doubled project throughput. As a mentor, I’ll teach mentees to lead high-performing teams, align cross-functional efforts, and foster accountability to achieve customer success outcomes.
At Semantix, I redesigned onboarding processes, cutting Time to First Value by 15% and reducing churn to under 2% for 200+ client projects. At Speedio, I implemented AI-driven onboarding for 1,000+ clients, boosting adoption by 33%. As a mentor, I’ll show mentees how to streamline onboarding, align it with customer goals, and accelerate value delivery in SaaS environments.
I crafted end-to-end customer journeys at Telefonica and Speedio, increasing product adoption by 23% and reducing churn by 70% through data-driven playbooks. My 100+ client interviews at Speedio informed tailored use cases. As a mentor, I’ll guide mentees to map customer journeys, identify pain points, and design experiences that drive retention and satisfaction.
I leveraged data analysis at Speedio to reduce churn by 70% and at Semantix to boost ARR by 20%, using tools like Gainsight and Salesforce to build health score models. My insights shaped product roadmaps and go-to-market strategies. As a mentor, I’ll help mentees harness data to uncover insights, predict churn, and drive strategic decisions in customer success.
I achieved 90%+ retention at Speedio and under 2% churn at Semantix by redesigning journeys and implementing proactive AI tools. My strategies delivered 60% upselling growth and 90+ NPS. As a mentor, I’ll teach mentees to build loyalty through personalized engagement, predictive analytics, and retention-focused playbooks, ensuring long-term customer success.
I reduced turnover from 22% to under 2% at Semantix by designing career paths and coaching 120+ professionals. At Speedio, I trained 30+ CSMs, improving efficiency by 30%. As a mentor, I’ll share frameworks for employee training, engagement, and development, helping mentees create motivated, high-performing teams in SaaS settings.
I led customer success at Semantix and Speedio, managing $25M ARR portfolios, reducing churn by 70%, and driving 60% upselling growth. I built scalable teams and data-driven strategies for 1,000+ clients. As a mentor, I’ll guide mentees to master customer success management, optimize lifecycles, and achieve revenue and retention goals in high-growth SaaS environments.
With over 8 years of experience transforming SaaS businesses through strategic leadership and data-driven innovation. I’ve scaled customer success teams from 10 to over 120 professionals across seven countries, driving massive outcomes like 70% churn reduction, 90%+ renewal rates, and 60% year-over-year upselling growth for unicorns like Semantix and high-growth startups like Speedio. My passion lies at the intersection of HR tech, customer relationships, and operational excellence, where I’ve built playbooks, automated workflows, and performance frameworks that turn chaotic operations into scalable success engines. At Semantix, I led a $25M ARR portfolio through its Nasdaq IPO, slashing churn to under 2% by redesigning customer journeys with data-driven insights. At Speedio, I built a Customer Success operation from scratch, conducting over 100 client interviews to craft tailored use cases, resulting in a 70% churn drop and 20% of new quarterly revenue from expansion. My approach is hands-on yet strategic—I dive into data, coach teams to exceed goals, and align cross-functional efforts to deliver measurable value. As your mentor, I’ll share battle-tested strategies for scaling SaaS customer success, optimizing revenue, and leading remote, high-growth teams. Whether you’re a founder, CS leader, or professional navigating the SaaS landscape, I’ll help you tackle challenges with clarity and drive results that go beyond expectations. Let’s connect to unlock your SaaS potential!
I bring over 8 years of experience driving technical customer implementation in high-growth SaaS environments, designing product architectures and API integrations to deliver $25M+ ARR portfolios. At Semantix, I led 200+ bespoke projects, crafting scalable architectures and integrating APIs to streamline onboarding, reducing churn to under 2% and boosting ARR by 20%. At Speedio, I built a Customer Success operation from scratch, implementing API-driven workflows and health score models that cut churn by 70% and drove 20% of new quarterly revenue through 60% upselling growth. My expertise includes leveraging tools like Gainsight, Salesforce, and AI-driven models to create data-oriented solutions that enhance customer experience. I’ve optimized processes and influenced product roadmaps through cross-functional collaboration, ensuring solutions are robust and client-focused. As a mentor, I offer actionable strategies for designing architectures, mastering API integrations, and scaling technical customer success, empowering tech founders, engineers, or CS leaders to solve complex challenges and achieve measurable impact. Connect to unlock your SaaS potential!
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