Head of Customer Success

Description

Job Summary: AZ SHIP is seeking a strategic and analytical leader to assume the role of Head of Customer Experience, leading the Customer Success and Support departments. Key Highlights: 1. Lead customer support and relationship teams with a focus on results 2. Structure the customer journey to maximize value extraction from the platform 3. Drive revenue expansion and continuous improvement of the customer experience AZ SHIP is seeking a strategic and analytical leader to assume the role of Head of Customer Experience. If you are passionate about technology, process-oriented, and relentlessly focused on customer success, this opportunity is for you! Your Objective Lead the Customer Success and Support departments, ensuring customer retention, satisfaction (NPS/CSAT), and revenue expansion (Cross\-sell/Up\-sell) within our customer base. Key Responsibilities * Strategic Management: Lead and develop customer support, assistance, and relationship teams, fostering a culture of excellence and results orientation. * Customer Journey: Structure onboarding processes and ongoing follow-up to ensure customers extract maximum value from the platform. * KPI Management: Monitor and report critical metrics such as Churn, NPS, CSAT/Help Score, response time, and retention. * Revenue Expansion: Actively identify opportunities for revenue growth and lead strategic meetings with mid- and large-sized accounts. * Continuous Improvement: Analyze bottlenecks in the customer experience and implement data-driven improvements (Dashboards/Power BI). Technical Requirements * Experience: Minimum of 10 years of professional experience, with proven leadership background in Customer Success departments at technology companies (SaaS B2B). * Education: Bachelor's degree in Business Administration, Engineering, IT, Marketing, Logistics, or related fields. * Tools: Proficiency in Customer Success management platforms (e.g., HubSpot) and analytics tools (Power BI or similar). * Languages: Intermediate English proficiency. * Mobility: Valid Brazilian driver's license (Category B) and willingness to travel. Preferred Qualifications * Specific certifications in Customer Success or Customer Experience. * Prior experience in the **Logistics, Transportation, or Agribusiness** sectors. Employment Type: Full-time CLT Benefits: * Health insurance * Dental insurance * Childcare allowance * Free parking * Profit-sharing program * Meal allowance * Transportation allowance Work Location: On-site