Crypto Fintech Customer Success Leader

Flora Gois

Customer Success Manager — Crypto Blockchain Fintech Compliance

Houston, TX +1-361-***-**** *********@*******.*** linkedin.com/in/floragois Authorized to Work in the U.S. (Green Card) PROFESSIONAL SUMMARY

Customer Success Manager with 7+ years of experience in crypto, blockchain, fintech, and cross-border payments. Proven track record of owning NRR and GRR targets, managing institutional and enterprise accounts, and building customer success functions from the ground up. Deep expertise in KYC, KYB, AML, VASP compliance, Travel Rule (FATF Recommendation 16), blockchain intelligence, and fraud prevention. Familiar with blockchain-based KYC infrastructure including ClearChain and Corda. Trilingual (English, Portuguese, Spanish) with extensive experience supporting clients across the U.S. and Latin America. Skilled in onboarding, churn prevention, expansion plays, QBRs, and post-sale relationship management across crypto exchanges, payments fintechs, and digital asset platforms. KEY ACHIEVEMENTS

• Reduced LATAM client response times from 4 days to under 1 hour (95%+ improvement) at Virgo Wealth through structured communication workflows and dedicated account ownership.

• Maintained 75+ NPS score at Higlobe by resolving complex compliance, platform, and payment escalations across cross-border accounts in the U.S., Brazil, and Mexico.

• Reduced SLA by 1 day and cut onboarding response times by 80% by redesigning KYC and onboarding workflows at Higlobe, improving time-to-value for new customers.

• Supported $550M+ in transaction volume at Ripio in year one by managing 110+ institutional and high-net-worth accounts across Brazil, LATAM, and the United States.

• Drove 50% month-over-month user growth and up to 200% transaction volume growth at MEXC through proactive account management and retention strategies.

PROFESSIONAL EXPERIENCE

Senior Customer Success & Account Manager Jan 2026 – Present Virgo Wealth — Payments & Digital Assets Houston, TX (Remote) Contractor

• Managed end-to-end post-sale lifecycle for enterprise, institutional, and HNW accounts across OTC trading, cross-border payments, and digital asset remittances.

• Served as primary POC for Spanish- and Portuguese-speaking institutional clients, reducing response times from 4 days to under 1 hour and improving CSAT and retention.

• Delivered onboarding sessions covering platform setup, payment workflows, API integration, and operational readiness, reducing time-to-value and minimizing early churn risk.

• Built outbound prospecting infrastructure from zero, developing a 112-lead pipeline across 14 ICP segments using Apollo.io. Business Development & Account Manager — P2P Mar 2025 – Sep 2025 MEXC Global Cryptocurrency Exchange Brazil (Remote) Contractor

• Managed 40+ enterprise, merchant, market maker, and VIP accounts across LATAM and the U.S., driving onboarding, activation, and post-sale account growth.

• Drove 50% MoM user growth and 35%–200% transaction volume growth through proactive engagement, relationship management, and retention strategies.

Institutional Account Manager 2023 – 2025

Ripio — Global Cryptocurrency Exchange Brazil (Remote) Full-time

• Owned portfolio of 110+ institutional and HNW accounts across Brazil, LATAM, and the U.S., driving retention, upsell, and expansion across the post-sale lifecycle.

• Supported $550M+ in annual transaction volume in year one through high-touch account management, escalation handling, and strategic relationship development.

• Coordinated KYC and KYB onboarding for institutional clients, validating compliance requirements and preparing cases for Compliance team review.

• Partnered cross-functionally with OTC Trading, Compliance, Operations, and Customer Support to resolve complex escalations for strategic accounts.

Senior Customer Success Manager 2022 – 2023

Higlobe — International Payments Fintech (U.S.-based) USA / Brazil (Remote) Full-time

• Managed 50+ individual and business accounts across Brazil, Mexico, and the U.S., owning the full customer lifecycle from onboarding through retention and expansion.

• Maintained 75+ NPS by resolving complex platform, compliance, KYC, and payment issues while delivering high-touch, consultative support throughout the customer lifecycle.

• Redesigned KYC and onboarding workflows, reducing SLA by 1 day and response times by 80%; built playbooks, FAQs, and escalation protocols as first Brazilian CSM.

Fraud Detection & KYC Specialist 2021 – 2022

Bitso — Leading Cryptocurrency Platform Brazil (Remote) Full-time

• Reviewed 60+ daily KYC profiles and investigated 90+ fraud, scam, and ATO cases, supporting secure onboarding and account integrity in a high-volume crypto environment.

• First dedicated Fraud Operations hire in Brazil; built fraud workflows, escalation protocols, FAQs, and support processes from the ground up.

• Performed identity verification and proof-of-address review using Jumio and IDwall; managed Zendesk queues meeting FRT, SLA, and first-touch resolution targets consistently. Fraud Prevention Associate Customer Support Analyst 2019 – 2021 Nubank — Latin America's Leading Digital Bank Brazil (On-site) Full-time

• Promoted to Fraud Prevention (CSI team) within 3 months based on top CSAT; handled scam, ATO, chargeback, and transactional fraud cases.

• Managed 65+ daily customer interactions; achieved 50% first-contact resolution and earned highest CSAT scores for multiple consecutive months.

CORE COMPETENCIES & SKILLS

Customer Success: CSM NRR GRR Account Management Onboarding QBR / Executive Business Reviews Churn Prevention Expansion & Upsell Customer Lifecycle Management Post-Sale Support CSAT NPS SLA Management PLG Crypto & Compliance: KYC KYB AML VASP Compliance Travel Rule FATF Rec. 16 Fraud Prevention OTC Trading P2P Crypto Stablecoins Cross-Border Payments Transaction Monitoring Blockchain Intelligence Blockchain KYC Platforms: ClearChain Corda (R3) Blockchain-based KYC Infrastructure Distributed Ledger Technology Tools & Platforms: Salesforce HubSpot ChurnZero Gong Zendesk Apollo.io Amplitude Metabase Jumio IDwall Slack Telegram

Languages: English (Fluent) Portuguese (Native) Spanish (Fluent) EDUCATION

MBA — Investments, Management & Cryptocurrencies 2025 Universidade Anhanguera, Brazil

MBA — Controlling, Auditing & Compliance 2022

Universidade Anhembi Morumbi, Brazil

Bachelor of Arts — International Relations 2020

Universidade Anhembi Morumbi, Brazil

CERTIFICATIONS & TRAINING

Certified Blockchain & KYC Professional — Blockchain Council Jun 2026 KYC Intermediate — ACAMS (American Anti-Money Laundering Association) In Progress — Aug 2026 Fraud and Money Laundering Prevention — FECAP Certified 2023 Blockchain and Cryptocurrency Explained — University of Michigan Certified 2023

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