Customer Success Specialist

Role Overview

• Manage and develop a portfolio of Enterprise clients, ensuring strategic, long-term relationships.
• Act as a trusted advisor, aligning solutions and services with clients' business objectives.
• Develop and execute customer success plans focused on adoption, value realization and measurable outcomes.
• Conduct Executive Business Reviews with executive stakeholders, demonstrating ROI, performance progress and growth opportunities.
• Monitor key metrics such as adoption, engagement, churn, customer satisfaction and return on investment, proactively mitigating risks.
• Identify and lead revenue expansion opportunities through upsell, cross-sell and renewals.
• Orchestrate the customer journey with internal teams such as Sales, Delivery, Support and Product, ensuring a consistent, integrated experience.
• Work consultatively to advance customer maturity and maximize solution value.
• Represent the voice of the customer internally, influencing product, process and strategy improvements.
• Manage critical situations and escalations with a focus on retention, satisfaction and contract continuity.

Requirements

• Bachelor's degree in fields such as Business Administration, Engineering, Technology or related areas.
• Advanced English for interaction in corporate and global environments.
• Knowledge of Customer Success metrics such as retention, churn, customer satisfaction, adoption and value delivered.
• Understanding of customer lifecycle processes, including onboarding, adoption, retention and expansion.
• Experience with CRM tools such as Salesforce or similar.
• Familiarity with Customer Success or customer health platforms such as Gainsight, Totango or equivalents is a plus.
• Experience with data analysis and visualization tools such as advanced Excel, Power BI or similar.
• Familiarity with corporate collaboration tools such as Microsoft Teams or equivalents.
• Clear, structured executive communication with the ability to influence at multiple organizational levels.
• Analytical thinking and data-driven decision-making.
• Negotiation skills, conflict management and handling critical situations.
• Ability to navigate complex organizations and manage multiple tasks with diverse stakeholders.
• Consultative approach focused on business outcomes.
• Proactive in identifying risks and opportunities.
• Strong relationship-building, trust development and strategic account management skills.
• Certifications in Customer Success or Customer Experience are desirable.
• Certifications in relevant technologies such as cloud, networking or major vendor solutions are desirable.
• Certifications in process and service frameworks such as ITIL or agile methodologies are desirable.
• Training or certifications in consultative sales methodologies such as MEDDICC or Challenger will be considered a plus.

Tech Stack

• Cloud

Benefits

• 🏥 Health insurance
• 🦷 Dental insurance
• 🍽️ Meal and food allowance
• 🏦 Private pension plan
• 🖤 Life insurance
• 👶 Childcare assistance
• 🚌 Transport allowance
• 🆘 Employee Assistance Program (EAP)
• 🏋 Totalpass
• 🎂 Birthday Off
• 🚀 Work from Anywhere