Marcela Lima
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Marcela Lima — retrato editorial em ambiente com plantas
Marcela Lima

CS & CX Consultant and Mentor

Customers who stay.
Careers that grow.

Consulting for companies that want to turn experience into retention, mentoring for professionals ready to take the next step in their CS career.

I WANT TO STRUCTURE MY CS AREAI want to grow my career
About me

Nice meeting you, my name is Marcela Lima.

Mother of two, executive at a multinational company, consultant and advisor in customer success and experience, between executive meetings and my routine with the kids I have found autenticity the main pillar for a good leadership. 

I have 20 years of experience in various management roles leading high-performing teams in enterprise and startup companies.

My portfolio includes more than a 1000 clients such as IBM, FBI, the US Navy, Audi, Amazon, the Government of British Columbia, a great diversity of public and private clients, helping teams and companies deliver value through well-structured processes and a clear customer journey.

Passionate about helping companies structure their customer experience in a solid and scalable way, I've decided to expand this passion to impact more clients, teams, people, and companies. Let's do it together?

About me
Companies

Brands who trust my work.

  • WeWork
  • Rocket.Chat
  • Supergasbras
  • SHV Energy
  • Zoho
  • Hytorc Rio

Portfolio clients include: IBM · US Navy · Audi · Amazon · Government of British Columbia

Marcela Lima em ambiente lifestyle
Weekly content

Let's connect?

I share content about CS, CX and leadership every week on LinkedIn.

View on LinkedIn
Testimonials

What people say

  • Working with Marcela transformed our renewal process — proactive guidance, clear success metrics, and thoughtful stakeholder alignment turned at-risk accounts into long-term partners. Her strategic insight directly improved our net revenue retention.

    Paola Palhais

    Head of Revenue Operations

    Nuvemshop

  • Thanks to Marcela, our product adoption soared. She created a tailored enablement plan, coached our team on best practices, and helped us prioritize high-impact features. The result: faster time-to-value and measurable ROI for our clients.

    Luisa Rossi

    CEO

    InDocs.ai

  • Marcela is a rare blend of empathy and execution. She listens deeply, anticipates risks, and delivers pragmatic solutions that scale. Her guidance elevated our customer relationships and improved satisfaction across our portfolio.

    Jhonatan Cardoso

    Customer Experience Leader

    Monte Bravo

  • As a mentor, Marcela completely changed how I approach customer success — from strategic account planning to executive communication. Her practical frameworks and honest feedback accelerated my promotion and helped our team reduce churn by 18% in six months.

    Bruna Martins

    Technical Account Manager

    Fluid

  • Marcela combines deep industry knowledge with exceptional coaching skills. Her one-on-one mentorship clarified my priorities, improved my stakeholder influence, and gave me the confidence to lead high-stakes QBRs. The impact was immediate and measurable.

    Anna Cotta

    Senior Customer Success

    Rocket.Chat

  • Working with Marcela was a game-changer. She taught me how to design scalable playbooks, measure real outcomes, and build cross-functional alignment. Her mentorship turned ideas into execution and made me a more strategic leader.

    Mateus Botinha

    Account Management Leader

    Docusign

  • Marcela transformed our customer experience strategy. She diagnosed root causes quickly, designed pragmatic, data-driven playbooks, and helped us embed measurement and accountability across the organization. Highly recommended for any company serious about customer-driven growth.

    Katherine Sallum

    Partner, Enterprise and Government Director

    Zoho Brasil

Shall we build something together?

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