Description: About Us At Siteware, the future of management is now—and it begins with GEnTe: Governance, Engagement, and Technology, as we like to call it. Transforming companies is just the beginning. Here, we also accelerate careers, develop talent, and build—every day—a collaborative and innovative environment where teamwork and innovation go hand in hand. We create intelligent solutions for performance and strategy that deliver real impact on businesses—and, above all, on the journey of those who make things happen. Our secret? Believing that the best ideas emerge when diverse, curious, and restless people connect around a shared purpose: creating a better tomorrow. We’re driven by technology—but guided by people. And this reflects our authentic Minas Gerais spirit: welcoming, open to new ideas, and genuinely close. A way of doing and being that inspires, brings people together, and transforms routine into something light, respectful, and rich in exchange. Whether you’re a customer or part of our team, you’re not just another number. You’re the protagonist in building a new way of managing—with freedom, belonging, and a human-centered perspective. Shall we transform the present and co-create the future? Work Regime: Hybrid – Belo Horizonte Responsibilities * Conduct strategic client meetings (RTS), defining goals to be achieved and continuously reviewing/monitoring progress toward results using data. * Record and document all client interactions in the systems used by the department (e.g., SenseData, Pipefy). * Manage a portfolio of approximately 20 companies of varying sizes (small, medium, and large), ensuring the health of these accounts throughout their entire lifecycle. * Stay up to date on the industries served by your assigned clients, tracking market developments to foster relevant business discussions. * Identify upsell or cross-sell opportunities within the client base and relay them to the sales team. * Interact with and influence other company departments so the client’s voice informs the development of new solutions. * Develop support materials and lead training sessions (basic and customized) aligned with client needs and effective system usage. * Analyze the portfolio’s Health Score monthly and execute action plans for improvement. * Identify churn risks and implement preventive or corrective action plans. * Consistently demonstrate the value of Siteware’s solutions, focusing on tangible client outcomes; effectively overcome objections and propose alternative solutions in response to client complaints or improvement suggestions. * Monitor internal client changes (e.g., key contact transitions) and deliver periodic executive summaries of the partnership, ensuring continued engagement from the project sponsor. * Track client success metrics (NPS, STRATWs platform usage, login frequency, etc.) to measure engagement and outcomes. * Lead contract renewal negotiations, ensuring client satisfaction and continuity of the partnership. * Apply churn prevention playbooks whenever necessary. * Structurally manage churn confirmation or downsell processes, if they occur. * Monitor key Customer Success (CS) department metrics (churn rate, Health Score, NPS, etc.) and contribute to initiatives aimed at improving them. * Continuously explore new use cases within clients: investigate additional business opportunities and pain points—not only in end-user areas but across other departments—that could benefit from our solutions. * Serve as the subject-matter expert on our product, consistently communicating our value proposition and suggesting improvements to our systems and processes. * Lead benchmarking initiatives among clients in the portfolio, sharing best practices and results. * Create and review Customer Success department processes and playbooks, pursuing continuous improvement in how we serve clients. Requirements and Competencies * Negotiation techniques. * Strategic and analytical mindset, with data-driven orientation (data-based decision making). * Completed undergraduate degree in Production Engineering, Project Management, Communications, Marketing, or related fields. * Proven experience in Customer Success strategy and management. * Practical knowledge of Customer Success (CS) methodologies and metrics. * Experience in the SaaS market and a minimum of 2 years’ experience in B2B Customer Success. * Proactivity and sense of urgency in pursuing results. * Excellent oral and written communication skills, with persuasive ability to influence decision-makers. * Organizational and time-management skills to handle high volumes of information and diverse client demands across multiple sectors. * Openness to continuous learning and receptiveness to feedback, seeking constant innovation. * Ability to build positive interpersonal relationships with both internal teams and other departments. * Systems thinking to map adverse situations and propose effective solutions. * Commitment: assuming responsibility with awareness that one’s actions impact company outcomes, always acting transparently and proactively. * Emotional intelligence: ability to manage one’s own emotions and understand others’, maintaining calm and empathy in challenging situations. * Collaboration: team-oriented mindset, sharing knowledge and jointly seeking solutions, aligned with our cooperative DNA. * Intermediate English proficiency. Nice-to-Have * Prior experience with operational performance management software. * Familiarity with the SenseData platform (Customer Success platform). * Experience with performance management methodologies such as Balanced Scorecard (BSC), goal management, PDCA, FCA, and other problem-solving methods. Benefits and Perks: * Flexible Meal/Food Allowance via Flash card; * Wellhub (Gympass) partnership; * Nationwide health insurance plan, private room coverage, no copayment; * Odontoprev dental plan; * Internal growth opportunities (expert or management career paths); * As a citizen company, we extend maternity and paternity leave; * Childcare allowance; * Training tailored to individual needs (IDP); * Profit and Results Sharing Program (PLR); * We strongly support employee development—therefore, we provide financial assistance for professional qualifications, courses, and certifications; * Annual bonus for goal achievement, up to 2x base salary; * Gamification to encourage physical activity; * Financial management consulting; * Birthday and work-anniversary day-offs; * Parking: free at Siteware’s building; * Sesc Club partnership; * We are affiliated with Assespro—offering discounts at universities, clubs, restaurants, legal services, and more. Our Culture We value collaboration, continuous improvement, and technical excellence. If you share these values and wish to contribute to the evolution of an innovative company, we’d love to meet you! 2512180202551897253