Marina Morena

Customer Success professional passionate about building lasting client relationships and turning complex challenges into positive outcomes. With experience spanning team leadership at Uber, customer support and account management at Carta, brings a unique blend of operational rigor, empathetic communication, and a proactive, problem-solving mindset. Thrives in collaborative, mission-driven environments where customer impact is a shared priority.

Bilingual in Portuguese and English, with experience working across global customer portfolios.

Account Specialist (CSM) at Carta Inc (2024-11 – Present)

• Manage a portfolio of SMB and mid-market accounts across the full customer lifecycle, from onboarding and billing inquiries to plan changes, renewals, and offboarding
• Collaborate cross-functionally with Legal, Finance, Product, and Support teams to resolve complex escalations and ensuring compliance and customer satisfaction across a global client base.
• Contribute to strategic retention initiatives by documenting account health, tracking churn signals in internal systems, and participating in process improvement projects.

Customer Support Analyst at Carta Inc (2023-10 – 2024-11)

• Delivered high-quality, multi-channel support to clients, resolving inquiries via email, phone, and chat with a focus on accuracy, empathy, and adherence to service level agreements, while building product knowledge across Carta's equity management platform, including cap table management, stock option administration, and billing processes.
• Proactively identified gaps in existing workflows and support documentation, proposing and contributing to process improvements and internal initiatives that enhanced team efficiency, reduced recurring issues, and supported a smoother client journey from onboarding through ongoing platform use.

Customer Support Manager (Team Leader) at Uber Technologies (2019-06 – 2023-04)

• Led and developed a customer support team by setting clear performance standards, conducting regular evaluations, and designing individualized coaching and development plans, driving consistent improvements in team KPIs, service quality, and process execution in a high-volume, fast-paced operations environment.
• Owned the full talent cycle for the support function, from recruiting and structured interviewing to onboarding and training new hires, building a high-performing team equipped to meet Uber's service standards and adapt to a constantly evolving product and market landscape.

Specialization in Customer Experience Excellence – UFGV — Fundação Getulio Vargas (2023 – 2024)

Post-Graduation in Communication and Crisis Management – IIBMR (2021 – 2023)