Lead the Enterprise Customer Success team focused on adoption, retention, and expansion of strategic accounts;
Develop, upskill and elevate the team's seniority, and hire high-performance talent with a focus on efficiency and results;
Engage directly with Enterprise clients at key moments in their journey (strategic renewals, significant risks, expansion opportunities, or solution redesigns);
Act as a structured bridge between customers and the Product team, providing insights to evolve the solution and prioritize the roadmap;
Build and scale processes that ensure predictability, efficiency, and excellence in the Enterprise journey;
Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent attainment;
Ensure product adoption driven by data and personalized customer journeys;
Identify and structure expansion opportunities within the active customer base;
Reduce churn through structured action plans that combine data analysis and active customer listening.

Previous experience leading Customer Success teams or related areas, preferably at SaaS companies;
Experience with Enterprise clients;
Advanced/Fluent English (interview stages conducted in English and daily interaction with stakeholders);
Strategic vision with strong analytical capability;
Excellent communication and stakeholder management skills, including interaction with large enterprise clients;
Strong analytical skills for data-driven decision making;
Direct accountability for results (NRR, retention and expansion), not just processes;
Proficiency in Excel and/or Google Sheets for analysis and reporting.

Work schedule: Monday to Friday, 9:00 AM to 6:00 PM;
Time bank compensated as time off to be taken later;
Home office allowance;
Meal/food allowance via a flexible iFood card;
Medical, dental and group life insurance;
Childcare assistance;
StarBem for mental health and well-being;
iFeel app for emotional support;
Wellhub for you and up to 3 dependents;
Pet plan extending care to your pet;
Birthday day off and company anniversary day off so you can celebrate as you prefer;
Partnership Club with discounts from partner organizations and educational institutions, such as universities and language schools;
Special leave policies: 10 days for bereavement of a loved one; 2 days for pet bereavement; 7 days of leave for marriage; 30 days for fathers and 6 months for mothers after the birth of a child;
Referral program offering up to R$600 per referral who remains with us for more than 6 months.

Customer Success Manager – Enterprise

Key skills