Customer Success Manager (CS)

Description

Job Summary: Lead the Customer Success area with a focus on customer and franchisee loyalty, retention, and increasing LTV (lifetime value), promoting a customer-centric culture and continuous improvement. Key Highlights: 1. Strategic leadership in Customer Success for loyalty and retention 2. Collaborative, diverse, and challenging environment focused on innovation 3. DIT "Do It Yourself" culture and green, shared economy **Company Overview:** The Hi Group (Hi Holding S.A.), headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates nationwide across franchises, technology, machinery and equipment, hygiene and cleaning products, commerce, and services. Companies within the Hi Group include: Hi Franchising, HiPlim Produtos, Paylav Máquinas e Equipamentos, Ikli Tecnologia, and Hi Sinergy Empreendimentos. Our values are rooted in ethics, meritocracy, inclusion, and innovation, promoting the DIT "Do It Yourself" culture and green, shared economy. Our environment is collaborative, diverse, and challenging, encouraging professional growth and constant innovation, with well-defined goals and performance-based recognition. **Key Responsibilities:** * Lead the Customer Success area with a focus on customer and franchisee loyalty, retention, and increasing LTV (lifetime value). * Plan and execute engagement and success strategies throughout the customer journey—from implementation to expansion. * Implement structured loyalty and relationship programs focused on increasing satisfaction and reducing churn. * Manage projects and initiatives for continuous improvement of the customer experience, aligning expectations and deliverables. * Monitor strategic metrics such as NPS, LTV, churn rate, activation rate, and engagement. * Collaborate with departments including operations, marketing, sales, and product to ensure an integrated customer journey. * Develop customized action plans for different customer and franchisee profiles based on segmentation. * Lead, develop, and supervise the CS team, fostering a customer-centric culture. * Use data and feedback to identify improvement opportunities and drive innovation in the customer experience. * Serve as the customer's voice within the organization, representing their needs in decision-making processes. **Daily Tasks** * Conduct team meetings with the CS team to track goals, performance, and operational feedback. * Monitor and analyze reports on key metrics including churn, NPS, engagement, complaints, and LTV. * Supervise ongoing loyalty programs, ensuring adherence to timelines, quality standards, and impact. * Review the customer journey, identifying critical touchpoints and suggesting improvements to onboarding, support, and follow-up processes. * Manage and participate in meetings with key franchisees and customers, ensuring consultative and close engagement. * Validate engagement and loyalty-focused campaigns and communications in collaboration with marketing and product teams. * Develop continuous training plans for the CS team, emphasizing service excellence and relationship management. * Participate in strategic reviews with senior leadership, providing customer base insights and proposing value-driven actions. * Track tickets, service requests, and critical interactions to ensure prompt and effective resolutions. * Evaluate customer relationship management tools and systems (CRM, NPS, automation), proposing enhancements and integrations. **What We’re Looking For:** **Hard Skills:** * Bachelor’s degree in Business Administration, Communications, Marketing, Engineering, or related fields. Postgraduate studies or certifications in Customer Success, Project Management, CX (Customer Experience), or related areas (preferred). * Solid experience in CS management, customer/franchisee service, or relationship management. * Knowledge of CRM systems, NPS platforms, experience metrics, and customer relationship automation tools. * Proficiency in metrics such as churn rate, NPS, LTV, CSAT, CAC, and engagement. * Experience in customer journey mapping and implementing loyalty strategies. **Soft Skills:** * Empathetic, results-oriented leadership. * Strong communication, active listening, and influencing skills. * Strategic mindset focused on retention and customer delight. * Organization, discipline, and sense of urgency. * Collaborative attitude and commitment to continuous improvement. Ethics and innovative spirit as foundational principles for working at the Hi Group. **Benefits:** * Meal allowance * Transportation allowance or mobility assistance * Laundry credit (60 Minutes) * Life insurance * Medical assistance – telemedicine * Weelhub (Gympass) * Wellness allowance: psychologist and nutritionist support **Work Schedule:** Monday to Friday, from 08:30 to 17:30 Compensation: To be discussed Salary commensurate with the regional market Employment Type: Full-time, Permanent CLT Employment Type: Permanent CLT Payment: R$5\.000,00\00 per month Work Location: On-site