Alexandra Smith
Regional Vice President Customer Success @Salesforce
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WORK HISTORY
Regional Vice President Customer Success @Salesforce
São Paulo, BR
As country lead for the Brazil Customer Success team, I worked cross-culturally and built a verticalized strategy to capitalize on changing regional dynamics, plus a product practice covering at least five additional products. I quadrupled the size of the team and established a new strategy for more closely aligning to sales and customers resulting in improved retention.Key Accomplishments• Scaled the business from basic operating unit to high-performing team supporting 3K+ customers, working with many of Brazil’s largest companies across industries. • Decreased customer attrition on a specific product suite by 9%+ in one year via targeted onboarding, interventions, strategic outreach and cross-departmental collaboration and action.• Named a Global Top 20 CSG Leader and earned consistent top percentile on leadership metrics.• Created and executed strategic country planning and forecasting in collaboration with Sales GM.• Quadrupled team size while consistently surpassing key retention and adoption metrics.• Co-built an elite executive training certification for the most senior customer success managers, coached and certified participants.• Served as Executive Sponsor and advisor to key company ERGs (Employee Resource Groups) • Built key executive relationships via customer consultation, participation in key events, strategic planning and key customer meetings.• Delivered efficient resolution of multiple critical product issues through cross-functional leadership of Product, Sales, R&D and Support.
EDUCATION
York University
International MBA, Schulich School of Business, International Strategy and Marketing
Carleton University
Bachelor of Journalism and French
Esade
MBA, Strategy and Marketing
SKILLS
ABOUT ALEXANDRA SMITH
I am a global Customer Experience (CX) Leader with 20+ years of experience in maximizing customer-defined value and driving revenue growth for global enterprise software companies. I\'ve been consistently recognized for leadership, building high-performing teams and facilitating collaboration across the organization. As Regional Vice President, Brazil Customer Success at Salesforce, I managed a $400M account portfolio by building a team of three leaders plus 22 employees. I scaled the business from a basic operating unit to a high-performing team supporting 2500+ customers, including many of Brazil’s largest companies across multiple industries. Decreased customer attrition on a specific product suite by 7%+ in one year, and 3% the next via targeted, strategic interventions and outreach along with deep cross-departmental collaboration. Consistently ranked as a top percentile leader. Served as Executive Sponsor of the Employee Resource Group (ERG) Earthforce Brazil by advising and guiding the group on initiatives related to the UN Sustainable Development Goals, the World Economic Forum’s One Trillion Tree movement and building momentum with executives.
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