Gessika Bessa

• Achieved 95% GRR and zero logo churn by designing and executing end-to-end CS strategy.
• Delivered 120% NRR and 7× advertiser growth by leading cross-functional onboarding and adoption programs.
• Reduced resolution times by 40% by building support operations from scratch (HubSpot CRM, Jira, Slack automations).
• Took ownership of platform operations post-CTO exit, ensuring 100% uptime and seamless retailer/advertiser configurations.
• Launched developer portal (developers.streaem.com), cutting onboarding time by 30% and enabling API-led self-service.
• Built training frameworks increasing feature adoption by 25% and advertiser ROI.
• Provided >90% accurate renewal forecasts to support board-level revenue planning.

• Led EU Customer Success operations, effectively owning the region's CS strategy and delivery, managing SMB and mid-market accounts through onboarding, adoption, and renewals.
• Managed 75% of the EU post-sales portfolio, driving retention and expansion across SMB and mid-market accounts.
• Introduced reporting dashboards and early-churn alerts, improving operational efficiency by 20% and reducing surprise churn.
• Partnered with Sales, Product, and Engineering to shape roadmap and increase adoption of new features.
• Authored technical content for Kevel's developer portal, strengthening self-service onboarding.
• Mentored new hires and scaled the regional team, driving higher NPS and CSAT scores across EU and US accounts.

• Managed and coached a regional support team, improving SLA compliance and first-contact resolution by 20%.
• Served as key escalation point for Level 3 issues, collaborating with Product, BA, and Engineering on root cause fixes.
• Delivered onboarding and client training across Europe, improving early adoption and renewal likelihood.
• Produced internal documentation to streamline resolution processes and improve team readiness.

• Resolved 80%+ of Level 1 & 2 cases within SLA, outperforming team average by 20% while maintaining >80% SLA compliance.
• Developed expertise in Tymetrix 360 configuration, integrations, and reporting workflows.
• Produced technical guides and supported onboarding documentation for new SMB clients.

• Built and led a hybrid Customer Success & Sales team serving SMBs, delivering 15% revenue growth and 20% churn reduction, managing £2M SMB portfolio.
• Hired, coached, and aligned Account Managers to lifecycle goals and onboarding standards.
• Partnered with Product and Marketing to develop engagement and retention strategies, improving Customer Lifetime Value.
• Launched live chat and training programmes, raising CSAT from 60% to 85% in 6 months.
• Developed proactive account health models to reduce churn and unlock upsell opportunities.

Account Manager at eFinancial Careers (2015-16)
Customer Care at Net-a-Porter and Luxury Retail at Fenwick's, Gucci (2010-15)
Sales Advisor at Safestyle UK (2009-10)