Customer Success Manager

Description

Job Summary: We are seeking a senior Customer Success leadership professional to strategically drive customer retention, expansion, and enhancement of the customer experience within a high-growth environment. Key Highlights: 1. Opportunity to leave your mark and gain high recognition 2. Central role in structuring and scaling the Customer Success operation 3. High executive visibility and autonomy in decision-making We are a scale-up delivering outstanding results, growing rapidly, and still have much to build, create, test, adapt, and expand — a great opportunity to apply your expertise, earn significant recognition, make your mark on our story (and a major one on your resume). We aim for ambitious results over the coming years, and achieving them depends solely on us — working together and closely. We are seeking a senior Customer Success leadership professional to strategically drive customer retention, expansion, and enhancement of the customer experience. The position will play a central role in structuring and scaling the Customer Success operation, leading KPIs, processes, team performance, and value-generation initiatives for the customer base. We seek a candidate with business acumen, analytical capability, and experience in high-growth SaaS environments, strong cross-functional collaboration skills, and a results-driven mindset. This role offers high executive visibility, decision-making autonomy, and a real opportunity to impact company strategy and growth. We are a company of innovative, creative, and diverse people — so we warmly welcome you and your diversity. **Your day-to-day responsibilities will include:** * Strengthening the customer success culture by developing and reporting actions aimed at engaging and delighting customers with Paytrack solutions; * Analyzing performance metrics and driving continuous improvement in Customer Success processes; * Updating and developing team knowledge through training, experience sharing, and benchmarking for internal dissemination; * Enhancing department best practices to reduce churn and increase customer lifetime value; * Enhancing department best practices to increase expansion volume within the customer base; * Managing and accompanying the team during on-site visits to potential and strategic customers; * Leading implementation and management of software/AI tools that facilitate Customer Success Manager (CSM) activities; * Developing and implementing appropriate customer communication methods (remote, in-person, workshops, webinars, etc.) tailored to the segment for use by CSMs; * Supporting Executive Management in preparing reports, metrics, and KPIs for executive presentations; **✔️ What you need to have/know/be:** * Prior experience in implementing/structuring Customer Success and Customer Experience (CX) processes; * Experience managing a Customer Success team; * Knowledge of customer journey mapping; * Familiarity with NPS strategies and satisfaction surveys; * Proficiency in key Customer Success and Churn metrics. **What you gain from your hard work?** * Unimed Health Plan; * Meal or food allowance (R$ 1.500,00); * Wellness allowance; * Transportation allowance; * Pharmacy benefit; * SESC benefit; * Education assistance; * Daycare/Babysitter allowance (R$450,00); **Perks and extras such as:** * Fresh fruits and complimentary snacks; * Happy hours and celebrations of achievements; * Referral bonus for new hires; * Incentive awards for exceptional projects and deliveries;