Customer Success & Operations

Caroline
Oliveira

Licensed Attorney (Brazil) → SaaS CSM (Adcash) → Fintech CS (Wise) → Operations (USA)

I build trust with global clients and bring order to operational chaos, managing client portfolios of 150 to 250 accounts, running cross border investigations, and keeping financial workflows accurate across multiple entities.

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NJ USA
ENTRY
Route on Record
Patos de Minas, BR2018
Remote / Global2021
Tallinn, EE2022
New Jersey, US2025
Caroline Oliveira
About

Law trained. Client obsessed. Ops minded.

Caroline started as a licensed attorney in Brazil (OAB qualified, Bachelor of Laws from UNIPAM), drafting contracts and supporting litigation strategy, then transitioned into remote work, delivering paralegal support, legal research, and bilingual coordination for international clients.

That legal foundation in precision, documentation, and regulatory awareness carried straight into customer success. At Wise, she delivered high volume fintech support inside one of the industry's most heavily regulated environments. At Adcash, she stepped up to Customer Success Manager, owning a portfolio of 150 to 250 global SaaS clients and driving churn risk mitigation through Salesforce.

Today, based in New Jersey, she runs multi entity financial operations, while still leading an OSINT investigations team and supporting clients on Upwork. Three countries, four industries, one throughline: people trust her to get it right.

🇧🇷 Portuguese (Native) 🇺🇸 English (Fluent) Remote native since 2021
Experience

The stamps on the passport.

Multi Entity Financial Operations Coordinator · Supplies Master
NJ, USA · Jan 2025 to Present
  • Process vendor invoices and payments, and coordinate material transfers between store locations, keeping multi entity operations running on schedule.
  • Monitor data and reporting to catch inconsistencies early and improve data integrity across the system.
  • Drive process improvements that cut manual errors and increase efficiency, working cross functionally across financial and operational teams.
NCRExcelVendor ManagementMulti Entity Ops
Team Lead, OSINT Investigator · Forenbiz
Remote · Feb 2022 to Present
  • Lead structured workflows across up to 10 concurrent OSINT investigations, reducing project turnaround time by 10%.
  • Maintain detailed documentation and reporting with a strong bias toward accuracy.
  • Serve as the coordination point between teams, keeping delivery and communication on schedule.
HubSpotInvestigationsProcess Improvement
Customer Success Manager · Adcash (SaaS)
Tallinn, Estonia · Jan 2024 to Jun 2025
  • Owned a portfolio of 150 to 250 post implementation global SaaS clients as primary point of contact for ongoing success.
  • Monitored account health through Salesforce dashboards, proactively flagging churn risk, usage gaps, and upsell opportunities.
  • Acted as primary escalation point with Product and Engineering, minimizing downtime for clients.
  • Ran cadence calls and quarterly business reviews, translating client feedback into product improvements.
SalesforceChurn MitigationQBRsPRM
Adcash office welcome screen announcing Caroline as the new Customer Success Manager
Welcomed as Adcash's new CSM, office announcement on day one
Customer Support Agent · Wise (Fintech)
Tallinn, Estonia · Sep 2022 to Dec 2023
  • Delivered high volume, multi channel support (chat, email, phone), consistently meeting SLAs in a heavily regulated fintech environment.
  • Handled sensitive financial cases with strong judgment on fraud prevention and risk exposure.
  • Performed under flexible, demanding shift schedules while maintaining accuracy, tone, and compliance scores.
ZendeskComplianceFraud Prevention
Caroline at Wise MissionDays, Tallinn, Dec 2022
Wise MissionDays, Tallinn, Dec 2022
Freelance Client Success & Legal Operations Specialist · Upwork
Remote · Sep 2021 to Present
  • Supports global clients across customer success, legal operations, executive assistance, and admin coordination.
  • Projects span U.S. immigration paralegal support, legal/financial investigations, onboarding, and bilingual legal translation.
Client RelationsBilingual (PT/EN)CRM
Legal Assistant · JT Mann Law Firm
Remote · Mar 2022 to Sep 2022
  • Managed structured legal documentation workflows, achieving error free records across all active cases.
Lawyer / Legal Intern · Mariana Vargas Law Firm
Patos de Minas, Brazil · Jan 2018 to Oct 2022
  • Drafted, reviewed, and analyzed legal contracts and documentation.
  • Conducted legal research and supported litigation strategy; ensured compliance with regulatory frameworks.
Toolkit

What I actually work in.

CS & Accounts
  • Customer Retention
  • Health Monitoring
  • Proactive Outreach
  • Churn Prevention
  • Partner Relationship Mgmt
Onboarding & Support
  • Customer Onboarding
  • Product Adoption
  • Issue Resolution
  • Technical Troubleshooting
  • SaaS Support
Data & Tools
  • Salesforce
  • HubSpot
  • Zendesk
  • Excel & Reporting
  • Usage / Data Analysis
Collaboration
  • Cross Functional Work
  • Escalation Management
  • Process Improvement
  • Product Feedback Loops
  • Bilingual Communication
Credentials

Education, licensure & certifications.

  • Bachelor of Laws (LLB), UNIPAM, Brazil2022
  • Licensed Attorney, Brazil (OAB qualified)2022
  • Customer Success Management, LinkedIn Learning2026
  • OSINT Certification Program (SL OCP 1)2025
  • Data Analysis, Microsoft & LinkedIn (in progress)In progress
  • TESOL Certified, ESL Instruction2017 to 2021

Verified on Upwork

Top Rated Client/Customer Success/Operations Manager · $25/hr · 100% Job Success

$20K+
Earned
30
Jobs
1,271
Hours
View Live Profile →
In Their Words

What clients & managers say.

“

A consistently responsible, results driven team player who adapted through every team restructuring and never once drew a complaint in over a year working together.

Evgeniy Martynov, Team Manager @ Adcash (direct manager)
“

Caroline trained me from day one as the senior expert on our Customer Success team, covering everything from the basics to complex topics, and made the whole transition stress free.

Roberta Corrêa, Account Manager (trained by Caroline at Adcash)
“

As a KYC Team Lead and OSINT Investigator, Caroline has consistently proven dependable and professional, managing research projects and producing clear, accurate reports tailored to client needs.

Amir Levin, CEO @ Forenbiz
“

A strong, professional performer throughout her contract with my practice. Her English fluency and legal grounding would benefit any law firm.

Jonathan T. Mann, Esq., Common Law US
“

Caroline is an organized, reliable individual I can trust with any task without needing to follow up. She has the foresight to remind me of upcoming tasks and takes initiative on her own.

Leslie Wheeler, Client (Personal/Virtual Assistant work)