Senior Customer Success (CS) Leader

Description

Job Summary: We are seeking a Senior CS Leader to manage the team's operations, ensuring excellence, indicator predictability, and continuous area improvement—with emphasis on people leadership and customer journey optimization. Key Highlights: 1. Lead and develop CS analysts with a focus on performance and growth. 2. Optimize the customer journey and guarantee excellence in CS delivery. 3. Strategic involvement focused on results and data-driven decisions. **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 seek a **Senior CS Leader** to assume operational management of the team—ensuring delivery excellence, indicator predictability, and continuous area evolution. This role is strategic for scaling the CS team, strengthening metrics, and enabling leadership to advance cross-functional company initiatives. If you enjoy **leading people, organizing operations, analyzing metrics, and stepping in hands-on when needed**, this opportunity is for you. Requirements: **What You’ll Do Here:** * Supervise the CS team’s customer interactions, ensuring quality and compliance with metrics such as **SLA, NPS, and CSAT**; * Manage achievement of departmental goals by monitoring KPIs and action plans; * Lead, develop, and support CS analysts on a daily basis; * Conduct **1:1s, structured feedback sessions, and Individual Development Plans (IDPs)**; * Support the team in critical cases, conflicts, or sensitive customers; * Produce guidance materials, playbooks, and operational manuals for the team; * Map, analyze, and optimize the **entire 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 G\-Suite** (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 profile; * **Maturity, emotional control, and professional demeanor**; * Sense of urgency, accountability, and ownership; * **Approachable, hands-on leadership focused on people development.** Benefits Fixed salary \+ bonus based on goal attainment (team \+ individual) Caju Card (meal and flexible benefits) Semi-annual bonus based on goal attainment 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, monitors outcomes strategically, and knows **when to intervene—clearly and objectively**. We value an **extremely proactive stance**, capable of anticipating risks, identifying improvement opportunities, and leading change with agility. We expect leadership that is **hands-on when required**, unhesitant to step into operations during critical moments, support the team on complex cases, or build processes from scratch to ensure delivery excellence. Here, leadership means **inspiring others, developing people, promoting 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