Samuel Lima

US Customer Success Lead & AI Strategist

Samuel Lima is US Customer Success Lead & AI Strategist at Birdie, where he helps companies across industries use Birdie AI to improve their customer experience and turn customer feedback into business action. He has more than a decade of experience in CX, building Voice of the Customer programs and scaling support operations at Nubank, Loft, and IDEXX across fintech, proptech, and healthcare. At Nubank, he expanded BPO coverage of the support operation from 20% to 90% in six months. At Loft, he mapped the end-to-end customer journey, launched surveys at critical touchpoints, and built a VoC program that helped lift NPS by 10 points. He holds an MBA in Data Analysis from USP/Esalq and works in English, Portuguese, Italian, and Spanish.