Cristina Afonso

Global Head of Customer Success

Built and scaled the global CS function from zero across EMEA, North America, and APAC, including playbooks, onboarding frameworks, health scoring in Gainsight, and QBR cadences. Achieved 98% NRR, drove 15% YoY expansion revenue growth, and improved product adoption from 46% to 78%.

customer success strategySaaS GrowthNRR%GRRRenewalsExpansionsEnterprise Stakeholder ManagementCustomer Lifecycle ManagementHealth ScoresForecastingUpsellingCross SellingCS OperationsPlaybook DesignCross functional LeadershipChange ManagementTeam BuildingMentorshipVoice Of CustomerAI ToolsChatGptClaudeGainsightSalesforceTableauPower BINotionMiroSurveyMonkeyTypeForm

Head of Customer Success, UK & Ireland

Established the regional CS function from scratch, defining KPIs, lifecycle frameworks, adoption playbooks, and renewal processes tracked in Salesforce. Managed a portfolio of 80+ enterprise eCommerce clients, maintaining churn below 10% and driving 32% adoption growth.

Customer SuccessKPI DefinitionLifecycle ManagementAdoption PlaybooksRenewalsSalesforceConsultative SellingUpsellingCross SellingAccount StrategyEcommerce

Career Sabbatical

Intentional career break for personal development and travel prior to transitioning into Customer Success leadership.

Retail Program Manager – EMEA Compliance & Operations

Microsoft

Operationalised retail marketing initiatives across 25 EMEA markets, ensuring legal and fiscal compliance across multiple regulatory frameworks. Coordinated cross-functional delivery across legal, finance, marketing, and field teams.

Program ManagementComplianceOperationsCross functional CoordinationRetail MarketingEMEA

EMEA Field Engagement Manager – Digital Product Distribution

Scaled digital distribution coverage from 12 to 24 markets across EMEA, managing field enablement and execution consistency across retail channels. Managed engagement across 40+ partner and reseller accounts.

Field EngagementDigital DistributionPartnership ManagementReseller ManagementRetail OperationsEMEA

Digital Product Distribution Lead, Western Europe

Led retail digital distribution programmes across 12 Western European markets, supporting Account Managers in transitioning enterprise partners to digital product distribution. Helped close 12 enterprise-level reseller contracts in 7 months.

Digital DistributionProgram ManagementAccount ManagementResellerCross functional CoordinationWestern Europe

Digital Product Distribution Project Manager

Delivered 4 large-scale digital distribution projects across the UK, Nordics, and France, managing cross-market coordination and stakeholder alignment. Supported regional distribution programmes across European markets.

Project ManagementDigital DistributionCross Market CoordinationStakeholder ManagementOnboarding

Operational Program Manager – Reseller Incentives

Managed the operationalisation of a reseller incentives programme for Microsoft's incubation products portfolio, including Azure and other early-stage cloud products, across Microsoft's European retail distribution network. Coordinated across sales, finance, and partner teams to ensure accurate incentive tracking, eligibility validation, and timely payouts.

Program ManagementPartner IncentivesOperationsAzurecloud productsSales CoordinationFinance CoordinationPartnership ManagementEMEA