Customer Success Agent

Description

Job Summary: We are seeking a Customer Success Agent to join a team focused on delivering exceptional experiences, optimizing problem resolution, and building relationships to retain and expand our partner base. Key Highlights: 1. Opportunity to be part of something great in an incredible environment 2. Focus on delivering results for partner restaurants 3. An essential team for recurring-revenue businesses **Job Mission** The Customer Success team is essential for recurring-revenue businesses worldwide — and it’s no different here at CW. Our mission is to deliver exceptional experiences, optimize problem resolution, and build customer relationships with retention and expansion in mind. We aim to be recognized for providing the best customer service any company can offer — and to achieve that, we need people who align with this purpose. Beyond being a market differentiator, this team is one of the pillars of our service. As a **Customer Success Agent**, you’ll have the opportunity to be part of something great in an incredible, engaging, and inclusive environment — all while delivering tangible results for our partner restaurants as they use our tool to its fullest potential within their business. **Candidate Profile** ======================= * People who genuinely enjoy teamwork — people who love people! * Communicative and empathetic individuals. * Those eager to learn and continuously develop. * Individuals who value and strive to deliver excellent customer service. * Innovative, proactive individuals with a **problem-solving mindset**. * Aptitude for and interest in technology. **Responsibilities and Duties** =================================== * Monitor the active customer base to track accounts, engagement, outcomes, and churn risks. * Identify and drive upsell, cross\-sell, reactivation, and branch-opening opportunities, based on data analysis from our customers’ databases. * Monitor metrics such as renewal rate, upsell rate, LTV, churn, NMRR, and ARR. * Keep the CRM updated, ensuring visibility and traceability of interactions. * Work strategically to increase company revenue by identifying process bottlenecks that can be adjusted to generate real, measurable revenue growth. * Participate in team rituals and cross-departmental alignment sessions to improve processes and strategies. * Suggest improvements to communication, sales funnel, and customer journey based on daily learnings. **Requirements and Qualifications** * Strong written and verbal communication skills; * Experience in Customer Success (minimum 6 months); * Familiarity with industry metrics such as upsell, LTV, churn, and NPS; * Proficiency with technology and digital tools; * Negotiation skills and commercial experience; * Experience in project and process management; * Relevant courses and/or certifications in customer service and Customer Success (e.g., CS Academy, Sebrae, etc.). **Our Benefits** ===================== * Meal allowance (R$26 per workday) * Mobility allowance * Reimbursement for courses and books * Health insurance * Zenklub: Free therapy sessions via the platform * Gympass * CW\+ Benefits Club **Additional Information** ========================== Location: Av. Dom Luís, 300 \- Meireles, Fortaleza \- CE, 60160\-230 Working Hours: Monday to Friday, 9 AM to 6 PM; Saturday, 9 AM to 1 PM