Key skills
RSaaSLeadershipDecision MakingCustomer SuccessAccount ManagementSales
About this role
Role Overview
- Lead and structure the Customer Success function, focusing on retention, expansion, and revenue predictability
- Transform the operation into a model oriented toward retention, expansion, and revenue predictability
- Monitor and act on metrics such as churn, NRR, LTV, CAC and cohorts
- Build and evolve playbooks for onboarding, account management, retention and expansion
- Establish targets, rituals, and performance management for the team
- Develop the team (approx. 10 people), raising execution standards and autonomy
- Lead retention initiatives and proactive churn-reversal efforts
- Work on strategic accounts, identifying upsell and cross-sell opportunities
- Connect Customer Success with Marketing, Sales and Product
- Establish a forecasting view for the active customer base.
Requirements
- Strong experience in Customer Success, preferably in SaaS companies
- Experience structuring or scaling Customer Success operations
- Proficiency with metrics such as churn, NRR, LTV, CAC and cohorts
- Experience with retention, revenue expansion and portfolio/account management
- Proven leadership experience and team development
- Strong analytical skills and data-driven decision making
- Proactive profile with a sense of urgency, autonomy and ownership of results
- Availability to work hybrid in Esteio (1–2 days per week).
Benefits
- Meal allowance of R$35.00/day
- Transportation voucher or commuting allowance
- Doctor Clin health plan (20% co-pay after 3 months)
- Productivity bonus
- Birthday day off
- Creative, collaborative environment with autonomy to test ideas and propose improvements.