Head of Customer Experience

Description

Job Summary: AZ SHIP is seeking a Head of Customer Experience to lead Customer Success and Support, with a focus on retention, satisfaction, and revenue expansion. Key Highlights: 1. Lead Customer Success and Support 2. Ensure customer retention and satisfaction 3. Focus on revenue expansion **AZ SHIP** is looking for 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 functions, ensuring customer retention, satisfaction (NPS/CSAT), and revenue expansion (Cross\-sell/Up\-sell) within our customer base. **Key Responsibilities** * **Strategic Management:** Lead and develop support, service, and relationship teams, fostering a culture of excellence and results orientation. * **Customer Journey:** Design onboarding and continuous engagement processes to ensure customers derive 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:** Proactively identify revenue growth opportunities 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 experience in Customer Success roles 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 **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