Key skills
SaaSCommunicationCustomer Success
About this role
Role Overview
- Guide clients on best practices for using the solutions, focusing on rapid value realization and efficient platform adoption;
- Conduct technical and functional trainings to standardize solution use across Higher Education Institutions (HEIs);
- Monitor contracted usage and consumption (FTE), acting proactively on deviations and risks of low engagement;
- Execute Customer Success playbooks, making proactive contact with clients that show risks or strategic issues;
- Diagnose root causes of risk, such as low usage, value misalignment, or operational friction, and define clear action plans;
- Act in a coordinated manner on at-risk accounts, prioritizing impact and scalability;
- Understand the context and business rules of HEIs to guide correct use of the solution;
- Serve as a point of support for client ideas and needs, assessing feasibility and direction;
- Track critical tickets with the support team, ensuring appropriate progress and resolution;
- Communicate the product roadmap and relevant improvements, aligning expectations with clients;
- Conduct workshops and group sessions to align objectives when applicable;
- Support the support team in complex cases that require deeper client context.
Requirements
- Bachelor’s degree completed or in progress in Business Administration, Marketing, Communications, Information Systems, Information Technology, Pedagogy, Educational Management, or related fields;
- Proficient in Microsoft Office;
- Knowledge of process management tools;
- Experience with technology products focused on education;
- Previous experience in Customer Success;
- Strong verbal and written communication skills.
- Differentials:
- Experience in the education sector;
- Intermediate Spanish;
- Experience in SaaS companies.
Benefits
- We provide meal and food allowances, and transportation allowance;
- We take care of your health! Medical and dental plans with 100% of the monthly premium covered by the company;
- Benefits for mothers: daycare assistance;
- Gym access for everyone with Wellhub (Gympass) – a gym network with over 250 activity types across more than 50,000 locations;
- We are committed to achieving objectives and targets: we have a Profit Sharing Program;
- Celebrate with someone you love! One day off during your birthday month;
- We are passionate about learning! We provide education assistance for undergraduate, language, and postgraduate courses, plus discounts at partner institutions.