Description: Lead the redesign of Customer Success processes to reduce churn. The role requires acting as a change agent, coordinating projects with Product, Services, and Value Engineering teams to design and implement initiatives that optimize the customer journey, ensuring revenue retention and increasing satisfaction across the customer base. Responsibilities and Assignments WHAT YOU WILL DO: * Retention Project Leadership: Lead and manage strategic initiatives with the primary objective of reducing the company’s churn. * Process Redesign: Map, analyze, and revitalize internal Customer Success processes, proposing more agile and effective solutions for the customer journey. * Cross-Functional Management: Act as the central point of contact, mobilizing and aligning expectations and deliverables from key areas such as Product, Services, and Value Engineering. * Analysis and Action: Use data to identify churn drivers and advocate improvement proposals through high-level executive materials and presentations. * Customer Engagement: Conduct customer outreach to understand scenarios, collect feedback, and validate hypotheses underpinning process redesign. Requirements and Qualifications WHAT WE EXPECT FROM YOU: * Bachelor’s degree completed. * Experience in Customer Success (CS) teams at Software (SaaS) or Recurring Revenue companies. * Experience in Retention or Churn Prevention projects. * Experience with Customer Success metrics such as NRR, churn, health score, digital engagement. * Experience mobilizing and leading process optimization and/or continuous improvement projects across multidisciplinary teams. * Proficiency in executive presentation tools (PowerPoint/Google Slides) and advanced Excel. * Knowledge of CS platforms (Zendesk, Salesforce, Sense Data). * Analytical capability (interpreting data to support projects and decisions). * Ability to translate complex data and information into executive-level materials. 2512300202491846184