Open To Work
BARBARA PEIXOTO
Toronto,Canada
Work Preference
Summary
Results-driven Senior Customer Success Manager, awarded 1% club in 2025, with a proven track record in customer journey mapping and service design. Specializes in enhancing customer experiences, driving revenue growth through strategic engagement and cross-functional collaboration. Led initiatives that optimized service delivery and improved client satisfaction.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager
Clarivate
03.2025 - Current
- Developed and executed client engagement strategy for a high-visibility, multi-million-dollar pharma contract, driving 89 active users and 224 content interactions within 6 weeks.
- Led customer journey mapping initiatives that enhanced service delivery, ensuring product and analyst teams adhered to client timelines.
- Acted as initiative lead for MedTech segment, owning strategic customer success initiatives and mentoring CSMs on stakeholder engagement.
- Spearheaded LATAM business development efforts, contributing to 40% regional revenue growth in H1 2025.
- Developed and launched Global Market Track, overseeing rollout planning and transition risk management for customer support teams.
Customer Success Manager
Clarivate
08.2023 - 03.2025
- Maintained a $10–15M USD annual book of business, achieving a 93% renewal rate across enterprise MedTech accounts.
- Designed and implemented data-driven client health score frameworks, tracking engagement signals and driving proactive intervention.
- Oversaw end-to-end service delivery governance, maintaining an 18% improvement in client retention rates.
- Translated client feedback into platform enhancements via structured Product partnership, improving NPS and service satisfaction.
- Built scalable client lifecycle playbooks adopted org-wide, standardizing service delivery processes.
Product Operations & Business Development Manager
StageZero Life Sciences Inc.
09.2021 - 08.2023
- Identified gaps in operational and product infrastructure, building functions to enhance service delivery and business development.
- Led operational teams for national launch of cancer diagnostics, managing cross-functional workstreams from regulatory alignment to commercial go-live.
- Coordinated stakeholders to design and deploy a national at-home COVID-19 testing program, maintaining compliance and partner SLA targets.
- Designed patient testing operations framework, mitigating risks and documenting protocols to reduce recurring issues.
- Managed service delivery operations for laboratory and healthcare partners, ensuring consistent service quality standards.
Account Manager – USA & Canada
StageZero Life Sciences Inc.
12.2020 - 09.2021
- Negotiated strategic partnerships, expanding distribution to new national channels with defined SLA and operational agreements.
- Onboarded laboratory partners, enhancing national testing capacity through structured implementation and partner enablement.
- Coordinated patient testing logistics for pre-travel COVID testing, ensuring adherence to stringent timelines.
Deputy Manager of Operations
VFS Global (VF Services Canada Inc.)
04.2019 - 12.2020
- Managed service delivery operations across multiple locations, ensuring compliance and service quality standards.
- Achieved 99% audit scores in annual Risk Assessment and Operations audits, maintaining zero compliance breaches.
- Delivered structured SLA reporting to enhance transparency on service performance and operational metrics.
- Designed national hiring and training programs to facilitate multi-city expansion while upholding compliance.
- Drove year-over-year revenue growth through proactive client engagement and service adoption.
Education
Project Management Certificate -
Google
12-2026
BSc - Double Major: Human Biology & Portuguese
University of Toronto
Toronto, ON05-2018
Lean Six Sigma Green Belt -
CPD (UK), QHSE Learning
Operations & Customer Centricity Excellence -
NMIMS School of Business Management
Skills
- Customer journey mapping
- Customer engagement
- Customer retention strategies
- Omnichannel strategy
- Process improvement
- Cross-functional teamwork
- Team training
- Voice of customer
- Service design
- Account management
- Client onboarding
- Project management
- Performance optimization
- Team collaboration
- Customer experience measurement frameworks
Languages
Portuguese
Native/ Bilingual
English
Native/ Bilingual
Accomplishments
- Clarivate's 1% Club 2025
Timeline
Senior Customer Success Manager
Clarivate
03.2025 - Current
Customer Success Manager
Clarivate
08.2023 - 03.2025
Product Operations & Business Development Manager
StageZero Life Sciences Inc.
09.2021 - 08.2023
Account Manager – USA & Canada
StageZero Life Sciences Inc.
12.2020 - 09.2021
Deputy Manager of Operations
VFS Global (VF Services Canada Inc.)
04.2019 - 12.2020
Project Management Certificate -
Google
BSc - Double Major: Human Biology & Portuguese
University of Toronto
Lean Six Sigma Green Belt -
CPD (UK), QHSE Learning
Operations & Customer Centricity Excellence -
NMIMS School of Business Management