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Customer Success Supervisor at MáximaTech | JobVerse
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Customer Success Supervisor
MáximaTech
Website
LinkedIn
Customer Success Supervisor
Brazil
Full Time
1 hour ago
No H1B
Apply Now
Key skills
CRM
Customer Success
Sales
About this role
Role Overview
Supervise the team of CSMs, monitoring individual and team performance.
Lead management rituals (1:1s, weekly meetings, internal QBRs, action plans).
Design and monitor individual development plans (IDPs), promoting technical and behavioral growth.
Ensure operational discipline and standardization of customer success processes.
Foster a metrics-driven culture of accountability.
Actively monitor customer base health (Health Score, churn risk, expansion).
Manage critical cases and strategic accounts alongside CSMs.
Ensure execution of action plans for at-risk customers.
Support retention negotiations and cancellation reversals.
Ensure the value proposition is clear and tangible to customers.
Structure and ensure adherence to the customer journey (onboarding → ongoing → expansion).
Establish a standard cadence of touchpoints and strategic checkpoints.
Ensure proper use of the CRM and documentation of interactions.
Monitor internal SLAs and the quality of the team's deliverables.
Track and report metrics such as churn (logo and revenue), retention, Health Score, NPS, and adoption of strategic features.
Turn data into actionable plans.
Support the executive team with root cause analyses and structural recommendations.
Act as a bridge between CS, Product, Sales, and Customer Marketing.
Bring structured customer inputs to the product roadmap.
Ensure alignment between commercial messaging and operational delivery.
Support expansion and cross-sell initiatives with the sales team.
Requirements
Previous experience in customer service or customer success
Knowledge of customer retention strategies
Degree in a related field, such as Business Administration or Marketing
Knowledge of logistics processes, sales force operations, and supply chain
Benefits
Medical insurance
Dental insurance
Education assistance
Bonus
Profit-sharing (PLR)
Childcare assistance
Life insurance
Food allowance
Cultural allowance
Meal voucher
Home office allowance
Mental health support
Birthday day off
Ergonomics program (Max Ergonomia)
Transportation allowance
Sesi Viva+ card
Max Esporte
Apply Now
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