Responsibilities
- Lead the development and daily, weekly, monthly, and quarterly management of high-performing Customer Success teams.
- Analyze metrics, reports, and dashboards to detect improvement opportunities and implement corrective action plans.
- Ensure Customer Success teams consistently deliver value and results aligned with customer goals.
- Oversee the delivery of outstanding customer experiences by the Customer Success teams.
- Ensure consistent execution of the defined customer journey and engagement model, recommending updates as business needs and automation evolve.
- Manage all stages of the post-sale customer lifecycle effectively.
- Monitor customer health using scoring systems, create intervention plans for at-risk customers, and reduce churn risk.
- Design and implement Customer Success playbooks to standardize team operations.
- Achieve key outcomes such as onboarding customers within 60 days, increasing customer lifetime value, improving adoption and retention, and driving upsell opportunities.
- Conduct regular business reviews and report performance metrics to senior leadership.
- Cultivate strong customer advocates through strategic engagement.
- Act as a trusted advisor to executive-level clients, offering insights and recommendations that support their business objectives.
- Serve as the escalation point for critical customer issues and support frontline team members.
- Support negotiations to retain customers and secure favorable renewal terms.
- Ensure compliance with company pricing policies and procedures.
- Manage team forecasting, pipeline oversight, and regular reporting to executive leadership.
- Define and track OKRs for the Customer Success team.
- Exceed monthly onboarding and sales booking targets across monthly, quarterly, and annual cycles.
- Maintain accurate and up-to-date opportunity records in the CRM system.
- Encourage customer referrals to support new business acquisition.
- Lead the growth, expansion, and capacity planning of the Customer Success department.
- Communicate clearly with team members and Renewal Specialists to ensure understanding of policies and processes.
- Collaborate with leadership to create performance improvement plans for underperforming staff.
- Develop and mentor high-performing Customer Success Managers.
- Foster a culture of continuous learning and professional development within the team.
Work Arrangement
Hybrid — São Paulo
Other
- This position is based in São Paulo, Brazil.
- Applicants must reside in São Paulo.
- Resume must be submitted in English.
- The role follows a hybrid work schedule.
- The office is located in Vila Olímpia, São Paulo.
