Mateus Costa

About Mateus Costa

I’m a trilingual Customer Success leader with over 20 years of experience driving customer retention, expansion, and growth across enterprise SaaS, cybersecurity, and digital platforms.With 10+ years in leadership roles across Customer Success, Renewals, Customer Experience (CX), and Product-led Growth, I’ve built and scaled customer success programs across multiple customer segments, including SMB, mid-market, strategic and enterprise.My approach is rooted in cross-functional collaboration, partnering with Sales, Renewals, Product, Marketing, and R&D to deliver outcome-based value, metric-driven storytelling, and customer journey orchestration. I leverage lifecycle frameworks (CARE, LACE, LAER), AI tooling, and models to elevate the customer experience and drive customer health, adoption, and value realization.I bring hands-on experience with Salesforce, Gainsight, and Totango, as well as LMS strategies, community-led growth, and digital education platforms, enabling scalable customer enablement, self-service success, and customer advocacy.Skilled in executive stakeholder management, strategic communication, and change management, I influence and align global teams to deliver measurable impact. Passionate about continuous improvement, customer-centric innovation, and building high-performing CS teams.

Experience

1. Head of Customer Success

   Darktrace

   Sep 2023 — Present · US

   As the head of Customer Success at a global cybersecurity company, I am focused on retaining and expanding our customer base while ensuring exceptional customer satisfaction. By blending strategic vision with hands-on leadership, I guide a team of dedicated Customer Success Managers to achieve goals and build long-term partnerships with our clients and partners.

Education

• Universidade Estadual Paulista Júlio de Mesquita Filho

  Engineer’s Degree, Electrical and Electronics Engineering

  2000 — 2004

• Grenoble IAE

  Master’s Degree, Marketing

  2009 — 2010

• FIA Business School

  Master of Business Administration (M.B.A.), Marketing

  2008 — 2009

Skills

• Management
• Team Building
• Engineering
• Renewable Energy
• Customer Engagement
• Energy Efficiency
• Big Data
• Brazilian Portuguese
• Latin America
• Team Leadership
• Salesforce
• Oracle
• Smart Cities
• Marketing Research
• Cloud Computing
• Sales Operations
• Customer Retention
• Pricing Strategy
• Energy Industry
• Pricing
• Strategic Partnerships
• Energy Storage
• Business Strategy
• Market Research
• Microsoft Office
• Sales
• Software Industry
• Data Analysis
• Campaign Plans
• Consumer Electronics
• Product Marketing
• Energy Management
• Software as a Service (Saas)
• Business Development
• Negotiation
• Marketing Management
• Market Analysis
• Sap Erp
• Strategic Planning
• Project Management