About this role

Lead and develop the Customer Success team, monitoring individual and collective performance, providing continuous feedback, and fostering a results-oriented culture.
Ensure excellence in service and client relationships for B2B customers, securing retention, satisfaction, and identifying opportunities for expansion.
Monitor and advance strategic KPIs for the area, such as churn, expansion (upsell and cross-sell), NPS, response time, and customer engagement.
Design, review, and optimize Customer Success workflows and processes, ensuring efficiency, standardization, and scalability.
Act proactively to resolve critical issues, supporting the team in negotiations and strategic client situations.

Previous experience managing customer service or Customer Success in a B2B model.
Experience leading teams and tracking goals and performance indicators.
Knowledge of CS metrics such as churn, retention, expansion, and satisfaction indicators.
Familiarity with digital environments and management tools.
Strong communication and analytical skills with a solid focus on problem-solving.
Advantage: leadership experience in e-commerce.

Customer Success Supervisor – B2B

Key skills