Customer Success

Role Overview

• Conduct QBRs (Quarterly Business Reviews): Prepare and lead quarterly meetings with decision-makers (executives) to present results, ROI, and align on strategic next steps.
• Build and Manage Success Plans: Define success objectives with the client and track milestones to ensure they are achieved.
• Health Score Analysis: Monitor account health indicators daily (platform usage, ticket volume, engagement) to proactively intervene before an issue becomes a churn risk.
• Renewal Management: Lead the contract renewal process, ensuring value delivery and a frictionless renewal.
• Identify Upsell and Cross-sell Opportunities: Map new areas within the same company that could use the software or identify additional modules that make sense for the client's current operations.
• Churn Prevention (Active Retention): Identify at-risk accounts and create contingency plans (risk playbooks) to recover customer engagement.
• Stakeholder Mapping (Power Map): Identify influencers, key users and detractors within Enterprise accounts to secure internal political support.
• Advocacy and Case Studies: Turn satisfied customers into promoters by collecting testimonials and turning their success into marketing case studies.
• Training and Continuous Onboarding: Conduct education sessions for new features or for new teams that recently started using the tool.
• Product Feedback: Act as the voice of the customer within the tech company, bringing improvement suggestions and new feature requests to Product and Engineering teams.
• Internal Orchestration: Mobilize technical support, implementation teams or finance to resolve issues for strategic accounts quickly.

Requirements

• Business Intelligence & Data Analysis: Ability to interpret dashboards and turn data into actionable insights, clearly demonstrating ROI.
• Project Management and Agile Methodologies: Experience with frameworks such as Scrum and Kanban to run complex, cross-functional implementations.
• Customer Success Frameworks: Proficiency with metrics like NRR, Churn Rate and LTV, as well as Health Score methodologies for portfolio management.
• Strategic Account Planning: Ability to develop medium
• and long-term Success Plans (6–12 months) focused on expansion and renewal milestones.
• Financial Literacy: Understanding of billing cycles, P&L and the impact of renewals on company cash flow.
• Change Management: Ability to drive technology adoption in complex organizations with high resistance to change.
• Proficiency with CS Tools: Experience with Customer Success platforms, CRM and automation tools for portfolio management, KPI tracking and customer relationships.
• Trilingual: Portuguese, English and Spanish.
• Customer Experience Experience: Background in creating and structuring customer experience flows, especially for Enterprise accounts.
• Familiarity with Customer Success Tools: Practical knowledge of CS platforms, CRMs and automation tools.
• Availability to Travel: Flexibility for domestic and international travel.