Customer Success Leader

Role Overview

• Lead, develop and monitor the team's performance.
• Conduct structured feedback and ongoing follow-up.
• Build individual and collective development plans.
• Develop new leaders within the operation.
• Foster a high-performance, collaborative and accountable environment.
• Design and optimize internal processes.
• Ensure operational efficiency and scalability of the area.
• Map bottlenecks, propose improvements and track their implementation.
• Develop documentation, workflows, training and best practices.
• Ensure compliance with SLAs and department KPIs.
• Define, monitor and analyze operational metrics.
• Ensure productivity, quality and efficiency of customer service.
• Promote continuous improvement driven by data.
• Manage production capacity and the intelligent distribution of work.
• Work closely with the team and the operation.
• Serve as a reference for attitude, commitment and execution.
• Be present for the team's day-to-day challenges.
• Report results, risks and opportunities to the executive board.
• Anticipate issues before they impact operations.
• Present action plans and structured solutions.
• Lead continuous improvement projects and the evolution of the department.

Requirements

• Previous experience leading operational or Customer Success teams.
• Experience in project management and implementing improvements.
• Experience building or restructuring processes.
• Strong communication skills and conflict management.
• Experience with metrics, targets and performance monitoring.
• Hands-on profile, able to operate both strategically and operationally.
• Ability to develop people and build high-performance teams.
• Advanced English.