Paytrack is a leading company in travel, payment, and corporate expense solutions. We serve over 1000 large corporate clients. Our mission is to simplify corporate expense management, making it as intuitive and efficient as personal experiences, while accommodating the complexity required by large enterprises. **Customer Success Coordinator** aims to drive effective strategies to reduce churn, strengthen customer relationships, promote continuous engagement, and ensure positive experiences throughout the entire customer journey. Additionally, this role strategically manages people, empowers the team, and drives a Customer Success culture within the organization. We are a company of innovative, creative, and diverse individuals, so we are fully open to welcoming you with all your diversity. **What we value here:** ➡️ Love for change; ➡️ Results; ➡️ Closeness; ➡️ Creating fans; ➡️ Objectivity; ➡️ Self-responsibility. **Your day-to-day responsibilities will include:** * Developing and implementing customer service/relationship standards and models; * Strengthening the customer success culture by reporting actions aimed at customer engagement and delight with Paytrack solutions; * Analyzing performance indicators and driving continuous improvements in CS processes; * Updating and developing team knowledge through training, experience sharing, and benchmarking to disseminate across the company; * Managing and supporting the team during the onboarding and ongoing processes for new customers; * Enhancing department best practices to reduce churn and increase customer lifetime value; * Enhancing department best practices to increase expansion revenue within the existing customer base; * Managing service sales within the customer base. **✔️ What do I need?** * Previous experience in implementing/structuring CS processes; * Experience managing CS teams (mandatory), Quality, and Retention; * Knowledge of customer journey mapping; * Familiarity with NPS strategies and satisfaction surveys; * Proficiency in key CS and Churn metrics.