**Mission of the Role** Ensure customers derive maximum value from contracted services, fostering satisfaction, retention, engagement, and portfolio growth, acting as a strategic link between the customer and technical teams. **Key Responsibilities** Customer Relationship and Success * Act as the customer’s focal point after onboarding, maintaining continuous and strategic relationships * Monitor the customer journey, ensuring appropriate use of contracted services * Conduct periodic review meetings (QBR / check\-ins) * Understand customer objectives and align expectations with delivered services **Management of Satisfaction, Retention, and Value** * Monitor customer success metrics (satisfaction, churn, engagement) * Identify risks of dissatisfaction or cancellation and act preventively * Propose continuous improvements to the customer experience * Proactively support contract renewals **Interface with Support, NOC, and Sales** * Serve as the bridge between the customer, technical support, NOC, and sales teams * Track critical or recurring tickets, ensuring clear communication to the customer * Translate technical requirements into simple, objective terms for the customer * Support the sales team in up\-sell and cross\-sell opportunities, when applicable **Governance, Processes, and Documentation** * Maintain updated records of customer history, profile, and needs * Ensure compliance with SLAs, contracts, and service scope * Support customer onboarding and offboarding processes * Contribute to improving internal support and experience processes **Expected Profile** * Consultative, organized, and communicative profile * Strong active listening and empathy skills * Ability to manage multiple customers and priorities effectively * Business-oriented mindset with results focus **Desired Qualifications** * Prior experience in Customer Success, Customer Service, or B2B Relationship Management * Experience in technology, software, SaaS, or MSP companies (a plus) * Strong verbal and written communication skills * Basic knowledge of IT services, Cloud, or Information Security (a plus) **Differentiators** * Experience with recurring contracts (MSP / SaaS) * Familiarity with metrics such as NPS, churn, MRR * Experience managing corporate client relationships **What This Role Is NOT** * It is not technical support * It is not help desk * It is not call center * It is a strategic relationship and value creation role \* Job Type: Full\-time, Direct Hire (CLT) Compensation: R$1\.600,00 \- R$1\.850,00 per month Benefits: * Health insurance * Dental insurance * Fuel allowance * Commercial partnerships and discounts * Life insurance * Commuter allowance