Charles França
About Charles França
Charles França serves as the Director of Customer Success at Wishpond, where he has worked since 2023. He has extensive experience in customer success roles across various companies, including RD Station, Loadsmart, and Nidec Global Appliance.
Work at Wishpond
Charles França serves as the Director of Customer Success at Wishpond, a role he has held since 2023. In this position, he focuses on enhancing customer satisfaction and driving customer success initiatives. His leadership is aimed at aligning customer needs with the company's offerings, ensuring that clients achieve their desired outcomes through Wishpond's services.
Previous Experience in Customer Success
Prior to his current role, Charles França worked at Loadsmart as the Senior Manager of Customer Success from 2021 to 2023. He also held the position of Head of Customer Success at PhoneTrack from 2018 to 2020. His experience includes developing customer-oriented strategies for various SaaS products and implementing programs to gather customer feedback, such as NPS and CSAT.
Background in Communication and Social Responsibility
Charles França began his career at Nidec Global Appliance, where he held multiple roles, including Communication and Social Responsibility Specialist and Communication Technician. His responsibilities included managing communication strategies and sustainability initiatives. He contributed to the company's corporate communication efforts for several years, gaining extensive experience in the field.
Education and Expertise
Charles França studied Marketing at Sustentare Escola de Negócios, graduating in 2014. He also holds a degree in Journalism from Associação Educacional Luterana Bom Jesus / Ielusc, which he completed in 2012. His educational background provides him with a strong foundation in both marketing and communication, which he applies in his professional roles.
Achievements in Customer Success
In his various roles, Charles França has consistently achieved high customer satisfaction scores, maintaining a Logo Churn Rate below 3% and a negative Net Revenue Churn Rate. He has successfully generated over 60% of new revenue from upsells, establishing Customer Success as a key value creation department within the organizations he has worked for.