Responsible for leading the customer success strategy, ensuring customer satisfaction, retention, and expansion of the customer base.
Will act both strategically and operationally, developing the team and optimizing processes.
Promote an exceptional experience throughout the customer journey, as well as drive upsell and cross-sell within the existing and new customer base.

Lead and develop the Customer Success team, fostering high performance and engagement;
Define and implement retention, loyalty, and expansion strategies (upsell/cross-sell);
Monitor key indicators (KPIs) such as churn, NPS, LTV, CSAT, and health score;
Structure and optimize the customer journey (onboarding, adoption, engagement, and renewal);
Act as a bridge between customers and internal areas (Product, Sales, Support);
Identify risks and opportunities within the customer base;
Ensure continuous value delivery aligned with customer expectations;
Develop CS playbooks, processes, and tools;
Conduct strategic meetings with key customers.

Customer Success

Key skills