Paulo Costa

Fractional COO & Customer Operations Leader

Helping organisations scale operations and customer outcomes

What I Do

Fractional COO

I support founders and leadership teams in structuring and scaling operations, improving execution, and aligning teams across Product, Sales, Customer, and Finance.

Customer Success Leadership

I help organisations design and scale proactive, value-driven Customer Success models by defining customer journeys, engagement frameworks, and success metrics, while aligning Customer Success with Sales and Product.

Digital Transformation & Automation

I help organisations modernise how they run their business by moving away from fragmented, manual tools toward integrated, scalable operational platforms.
This includes rethinking core processes and leveraging automation, low-code, and AI-enabled solutions to connect Sales, Operations, Finance, and Customer teams.

How I Can Help

Across these areas, I focus on a small set of core outcomes:

  • Bringing structure and clarity to complex operations

  • Improve cross-functional alignment and execution

  • Design scalable customer engagement and service models

  • Support transformation initiatives while keeping the business running

My role is advisory and leadership-focused, not hands-on delivery.

Experience Snapshot

  • 14 years at Microsoft in enterprise and customer-facing roles

  • Senior leadership experience across enterprise and high-growth organisations

  • Member of regional leadership teams with multi-country responsibilities

  • Led and scaled distributed teams across multiple geographies

  • Former C-level executive in technology- and service-driven organisations

  • Experience across Western Europe, Central Europe, and the Middle East & Africa

  • Operated in complex, multi-cultural, and regulated environments

  • Led platform, operations, and customer transformation initiatives

  • Regular engagement with executive and board-level stakeholders

Engagement Model

Available when organisations need strategic executive capacity without a full-time hire:

  • Fractional leadership (1–3 days per week)

  • Advisory or coaching engagements

  • Interim or transition roles

  • Short-term transformation or turnaround support

Engagements are tailored to the organisation’s maturity, urgency, and internal capabilities.

Call To Action

Let’s explore how I can support your leadership or operational agenda.