A Brazilian technology-based multinational startup.
Position Summary: in charge of partnering with customers to help them achieve a declared state of success powered by the ultimate communication hub. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer’s business to provide confident, expert-driven leadership to your assigned customers. 
  • Be passionate about Customer Service and technology
  • Fluent English at a professional level is essential
  • Strong verbal and written communications skills
  • Proven experience in Customer Success area
  • Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models
  • Experience with customer training and product presentations
  • Experience with SaaS products and deep understanding of CS metrics and indicators (NPS, health Score, churn, SLA, LTV)
  • Previous experience with any on-prem or high-touch products is a nice-to-have
  • Solid experience in customer retention and nurturing relationships with enterprise-level decision-makers
  • Responsible for onboarding, retention, and customer relationships in general
  • Ensure the satisfaction, engagement, and retention of your customer portfolio
  • Guide the customer throughout the onboarding process (handoff, kickoff, and training)
  • Configure our product according to the customers’ needs and expectations
  • Map the customer’s primary pain points and difficulties when using the product and develop action plans to address it adequately
  • Monitor indicators of NPS, Churn, Health Score, and others
  • Track engagement metrics
  • Provide remote training according to the customers’ needs
  • Define, monitor, and ensure the achievement of Success Milestones with customers
  • Help to drive deeper & wider into the account – identifying requirements for additional resources from other departments within the customer, customer alternatives (i.e., other means of handling their current requirements), and potential internal sponsors
  • Be the customers’ primary interface, facilitating discussions and coordinating efforts to promote improvements in the platform and internal processes
  • Maintain active contact with customers
Foto/Photo: Jess Bailey

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