Marcela Lima
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Marcela Lima em preto e branco, sentada em escadas com um notebook
About me

Marcela Lima

Mentor and Advisor in Customer Success.

I am a GTM (Go-To-Market) executive and advisor with 20 years of career and a track record of scaling customer success and post-sales teams from <$5M to $30M+ in ARR (Annual Recurring Revenue).

I partner with modern B2B software companies across industries, including data and AI platforms, helping teams translate complex products, deployments, and commercial models into a repeatable post-sales operating system. I am dedicated to partnering with growth-stage B2B companies to design and scale post-sales engines that drive retention, accelerate time-to-value, and unlock expansion.

I have worked in global companies such as SHV Energy, WeWork and Rocket.Chat, with a strong focus on Enterprise and Governmental customers with global presence; I have overachieved leading global customer success and account management teams, exceeding NRR (Net Revenue Retention) goals.

With a growth mindset, I have never stopped exploring and studying — a specialization in Digital Marketing Strategy at Oxford University; an MSc in Marketing at Kingston University, both in the UK; a business specialization at Fundação Getúlio Vargas, a renowned university in Brazil; and a degree in International Business at Universidad Europea de Madrid, Spain.

My global experience includes working and studying in various countries such as Brazil, England, Spain, Australia and Canada.

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

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