Key skills
BIBusiness IntelligenceCRMCustomer SuccessSales
About this role
Role Overview
- Lead and develop a team of professionals focused on customer retention;
- Ensure accurate diagnosis of reasons for detractor feedback, dissatisfaction, and cancellations;
- Propose action plans for customers under monitoring, providing guidance to the team and potentially escalating critical cases;
- Consolidate the main pain points and opportunities within the long-tail customer base;
- Recommend corrective and proactive actions across the customer journey to increase satisfaction;
- Collaborate with other post-sales teams to establish customer success;
- Strengthen and keep the team playbooks up to date.
Requirements
- Experience managing retention and/or inbound teams;
- Previous experience as an executive/analyst interacting with attrited customers;
- Previous experience with CRM tools, preferably HubSpot;
- Familiarity with BI (Business Intelligence);
- Previous experience in B2B customer relationships;
- Ability to consolidate insights from data and propose action plans with different stakeholders.
Benefits
- Flash card (the beloved pink one!) with flexible benefits: meal, grocery, mobility, health, education, culture, and wellness
- Health insurance
- Life insurance
- Extended maternity and paternity leave + childcare allowance
- Day off on your birthday 🎂
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive partner discounts via the Flash app
- TotalPass
- Pet-care partnership with Guapeco