Celia Gouveia

Vice President, Customer Success at Stealth Startup

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About

Energetic and creative leader passionate about customer success! Experience in building and leading customer success and support functions with a focus on scale and improving NPS. I believe in thinking outside of the box and going the extra mile to earn successful customer partnerships.

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CS Ops
CS Systems
CS Process
Work experience

Jul 2021 - Present

Stealth Startup

Vice President, Customer Success

Building a leading customer success team at a mission driven stealth startup.

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Jan 2020 - Present

Startups

Customer Success Advisor

Advise startups on Customer Success end-to-end processes including but not limited to systems, operations, metrics, structure, hiring.

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Apr 2020 - Jun 2021

Glint

Director, Customer Success Strategy and Operations

Led CS Operations and Technical Success teams while defining and executing CS delivery in new and growth markets. Responsible for process, efficiency and scale for global CS delivery teams.

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Nov 2020 - Feb 2021

Catalyst Software

Customer Success Coach

Invited to be a Customer Success Coach for the Catalyst Coaching Corner; an application-based program that pairs individuals who are seeking CS careers with experienced industry leaders for monthly coaching sessions.

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Mar 2019 - Apr 2020

Glint Inc.

Head of International Customer Success

Built and grew our international customer success teams and process throughout EMEA and APAC. Glint was acquired by LinkedIn in November 2018. https://business.linkedin.com/talent-solutions/blog/product-updates/2018/linkedin-and-glint-helping-talent-leaders-build-winning-teams

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Dec 2016 - Mar 2019

Glint Inc.

Vice President, Customer Success

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Dec 2014 - Dec 2016

Glint Inc.

Sr. Director, Customer Success

Led Global Customer Success team, created technical support function, implemented process to scale.

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Sep 2014 - Dec 2014

Glint Inc.

Sr. Manager, Customer Success

Founding member of the Executive team. Reported to CEO, represented Customer Success in board meetings. Created the North America Customer Success function as the first member of Customer Success. Hired and trained team, created end to end customer journey and implemented process.

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Feb 2014 - Aug 2014

Certain, Inc.

Manager, Customer Support

Created and managed tiered Customer Support team, implemented support process, increased customer satisfaction.

Aug 2012 - Jan 2014

SuccessFactors, an SAP Company

Manager, Platinum Customer Success

Led a team of Customer Success Managers partnering together to deliver excellent customer success and account management.

Feb 2011 - Aug 2012

SuccessFactors, an SAP Company

Platinum Support Account Manager

Proactively managed and served as internal advocate for dedicated Enterprise accounts on support, retention, HCM cycle reviews, and release planning.

Aug 2009 - Feb 2011

Citrix Online

Account Manager

Dedicated Account Manager managing client deployment, adoption, and retention for SAAS collaboration and remote support products.

Dec 2007 - Jul 2009

Netage Solutions

Account Manager

Increased customer adoption and retention of a portfolio of alternative asset clients on a Customer Relationship Management product, created and led remote and online trainings, provided technical support, served as customer advocate.

Aug 2006 - Dec 2007

State Street Bank

Fund Account Administrator

Served as a Custodian, Record Keeper, and Valuation Agent for Syndicated Bank Loan clients, reconciled cash balances daily, provided valuation and ad-hoc reports, settled trades for investment managers using Wall Street Office systems.

Education

Wentworth Institute of Technology

Bachelor of Science, Management

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