Filipe Rufino

Head of Customer Success

Customer ServiceConsultingCustomer Success ManagerChief Customer Officer (CCO)Engagement Manager

I am a Customer Success (CS) senior leader. Prior to my role at Civica, I worked in CS for over 10 years including at some great companies like Gartner and Culture Amp, where I did a number of leadership, strategy and transformation roles. I have a good understanding of what 'customer success' means in different companies, having worked in organisations with low and high CS maturity, as well as 'high touch' and 'low touch' delivery models, and also commercial and non-commercial CS. I enjoy delivering change, including high stakes transformational initiatives in Gartner, Culture Amp and Civica that repositioned the CSM role and made it more strategic, customer centric and effective. I strongly believe in the power of sharing knowledge, in amplifying others, and in treating colleagues with the same care as a customer. By influencing sales, support and consulting teams, I developed close collaboration and a common 'Culture of Customer Success' in my region.

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