Customer Success Coordinator

Description

Job Summary: The Hi Group is seeking a Customer Success leader to define and drive strategies for customer retention, satisfaction, and loyalty—managing a team and optimizing relationship management processes. Key Highlights: 1. Strategic leadership in Customer Success for customer retention and satisfaction. 2. Management of teams and processes for customer engagement and loyalty. 3. Development of upsell, cross-sell, and churn reduction strategies. The Hi Group, headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates across all Brazilian states in sectors including franchises, technology, machinery and equipment, hygiene and cleaning products, trade, and services. We have a diverse and exceptional team of collaborators who make our workplace special—a place where everyone is treated equally, regardless of gender, race, age, origin, or sexual orientation—and are challenged daily to develop their full potential through a career growth process based on results and meritocracy. We believe in promoting our values through our brands, people, and products—advocating inclusion, the "do-it-yourself" culture, and "eco-friendly" practices via the green and shared economy, generating wealth while caring for nature—not only through our services but also through the engagement of our employees, franchisees, and customers. **Key Responsibilities** * Define and execute the Customer Success strategy with a focus on customer retention and satisfaction; * Design and manage processes aimed at customer engagement and loyalty; * Lead the Customer Success team, ensuring high-quality service delivery; * Identify and develop upsell and cross-sell opportunities in collaboration with the sales team; * Implement relationship-building initiatives to reduce churn and expand the customer base; * Deploy and enhance CRM and automation tools to improve customer experience management; * Collect customer feedback and share insights with Product and Operations teams; * Produce strategic reports for senior leadership, presenting departmental results and improvement opportunities. **Daily Tasks** * Monitor customer success metrics and analyze behaviors and trends; * Manage and guide the Customer Success team to ensure fast and efficient support; * Proactively contact customers to understand needs and offer customized solutions; * Create and update playbooks and processes to continuously improve the customer experience; * Maintain frequent alignment with Sales, Support, and Product teams to maximize value delivered to customers; * Identify bottlenecks in the customer journey and implement continuous improvements; * Plan and execute engagement and retention campaigns; * Administer CRM and automation tools dedicated to Customer Success; * Prepare performance reports and presentations for senior leadership; * Research and track market trends and best practices in Customer Success. **What We’re Looking For:** **Hard Skills** * Bachelor’s degree in Business Administration, Marketing, Communications, Commercial Management, or related fields; * Proven experience in Customer Success, Post-Sales, or Customer Service; * In-depth knowledge of Customer Success metrics and KPIs; * Hands-on experience with CRM and customer relationship automation tools; * Strong analytical ability to interpret data and produce strategic reports; * Proficiency in negotiation and persuasion techniques applied to customer retention; * Knowledge of customer onboarding and engagement strategies. **Soft Skills** * Leadership profile and ability to manage teams; * Excellent verbal and written communication skills; * Customer orientation and problem-solving focus; * Proactivity and agility in addressing challenges; * Organizational skills and ability to manage multiple concurrent priorities; * Empathy and emotional intelligence for interacting with diverse customer profiles; * Strategic vision and results orientation. **Benefits Offered** * Meal Voucher Card * Transportation Voucher or Mobility Allowance * Laundry Credit (60 Minutes) * Life Insurance * Medical Assistance – Telemedicine * Weelhub (Gympass) * Well-being Allowance: Psychologist and Nutritionist **Work Schedule:** Monday to Friday, from 08:30 to 17:30 **Compensation:** To be discussed Competitive salary aligned with the regional market Employment Type: Full-time CLT Selection Question(s): * Are you available to start immediately? * Are you available to work onsite in Intermares (Cabedelo – PB)? * What is your expected salary? Education: * Completed Bachelor’s Degree (Mandatory) Experience: * Proven experience in Customer Success or Post-Sales? (Mandatory)