Customer Success (CS) Leader

Description

Job Summary: We are seeking a Senior CS Leader to manage operations, lead people, analyze KPIs, and work hands-on to scale the team and strengthen metrics. Key Highlights: 1. Lead and develop CS analysts, with a focus on IDPs and structured feedback. 2. Optimize the customer journey and ensure excellence in delivery. 3. Strategic position with performance-based bonuses and flexible benefits. **About the Opportunity** We believe customer experience is one of the primary drivers of sustainable business growth. Results emerge when processes are well-defined, decisions are data-driven, and leadership is close, mature, and performance-oriented. We are looking for a **Senior CS Leader** to assume operational management of the team, ensuring delivery excellence, indicator predictability, and continuous area development. This role is strategic to scale the CS team, reinforce metrics, and enable leadership to advance cross-functional company initiatives. If you enjoy **leading people, organizing operations, analyzing KPIs, and stepping in hands-on when needed**, this opportunity is for you. Requirements: **Your Responsibilities:** * Supervise CS team interactions, ensuring quality and adherence to metrics such as **SLA, NPS, and CSAT**; * Manage achievement of departmental goals by tracking KPIs and action plans; * Lead, develop, and support CS analysts on a daily basis; * Conduct **1:1 meetings, structured feedback sessions, and Individual Development Plans (IDPs)**; * Support the team in critical cases, conflicts, or sensitive customer situations; * Produce guidance materials, playbooks, and operational guides for the team; * Map, analyze, and optimize the **end-to-end customer journey**, identifying improvement opportunities; * Document processes, workflows, and evidence whenever necessary; * Create **clear and objective reports** for leadership and executive management to support data-driven decision-making. **Technical Requirements** * Minimum **2 years of experience managing Customer Success** (mandatory); * Short courses in **Customer Success** (mandatory); * Short courses in **People Management or CSM** (mandatory); * Proficiency in **Microsoft Office and Google Workspace** (mandatory); * Postgraduate degree in Management, Customer Success, or related fields (preferred); * Certifications in **SCRUM or Lean Six Sigma (Yellow Belt or higher)** (preferred). **Behavioral Competencies** * Strong **analytical ability and data-driven decision-making**; * **Organization, strategic vision**, and excellent **sense of priority**; * **Goal- and results-oriented mindset**; * **Maturity, emotional control, and professional demeanor**; * Sense of urgency, accountability, and ownership; * **Approachable, hands-on leadership focused on people development.** Benefits Fixed salary \+ performance bonus (team \+ individual) Caju Card (meal and flexible benefits) Semi-annual bonus based on goal achievement In-company English classes (3x per week) ️ Wellhub Birthday Day Off Extra Caju balance during your birthday month Expected start date: Immediate! Available positions: 01 **Culture and Leadership** We seek leadership that is **present and approachable**, operating closely with the team without micromanagement—but with full command over processes, metrics, and performance indicators. This is a role for someone who trusts the team, strategically monitors outcomes, and knows **when to intervene**—with clarity and objectivity. We value an **extremely proactive stance**, capable of anticipating risks, identifying improvement opportunities, and leading change with agility. We expect **hands-on leadership when required**, unhesitatingly engaging in operations during critical moments, supporting the team in complex cases, or building processes from scratch to ensure delivery excellence. Here, leadership means **inspiring others, developing people, fostering collective accountability, and building a high-performance environment**, always focused on retention, customer success, and sustainable growth. **Interested in the challenge?** If you believe Customer Success is about **processes, people, data, and real business impact**, and want to lead a team with autonomy and responsibility, this role is for you