CCO

Description

Job Summary: We are seeking a CCO to build, test, fail, and evolve rapidly with true autonomy and direct impact on results—unifying the customer experience. Key Highlights: 1. True autonomy and direct impact on results. 2. High-performance leadership focused on value delivery. 3. An opportunity for those who believe customer satisfaction is a strategic advantage. We are a startup dedicated to delivering Sensational Results for our customers and Tifluxers. We firmly believe that every Tifluxer is directly linked to the sensational result our customer achieves with our solution. Tiflux exists because:\"We believe every customer service and support professional should use their time to be recognized by their customers through their expertise—and achieve sensational results.\" Thus, we have already simplified the lives of over 10\.000 support and service professionals, and every day—beyond serving our customers—we impact the lives of our Tifluxers, empowering them to enjoy the journey, become passionate about their work, and together achieve Sensational Results! Unify the customer experience, ensuring that the internal journey of Tifluxers **directly reflects** the customer’s Sensational Result. At Tiflux, the CCO builds, tests, fails, and evolves quickly—with true autonomy and direct impact on results. If you believe customer satisfaction is the best growth strategy, this is your opportunity! **YOUR DAY-TO-DAY RESPONSIBILITIES:** * **NPS and Journey Custodianship:** Continuously monitor customer satisfaction drivers, identify journey bottlenecks eroding perceived value, and act before symptoms escalate into cancellations; * **Retention and Churn Management:** Monitor risk indicators (Red Zones) daily, implement immediate action plans for critical accounts, and make GRR a predictable and growing metric; * **Revenue Expansion (Upsell / Cross\-sell):** Institutionalize expansion processes across the customer base, systematically increasing the average revenue per account from R$1\.600. An NRR above 100% stems from a journey delivering real, continuous value; * **Onboarding and Time\-to\-Value:** Redesign and ensure customers achieve their first value as quickly as possible—onboarding speed is the strongest predictor of long-term NPS and retention; * **Journey Engineering and Automation:** Design Tech Touch and Low Touch workflows enabling scalable management of 700 customers without linear headcount growth; * **Health Score and Data\-Driven Management:** Implement and monitor the health score as an early-warning system, proactively addressing dissatisfaction before it reaches reactive support; * **Voice of Customer for Product:** Translate NPS feedback and patterns into concrete product improvement opportunities—with real influence over the Product and Engineering roadmaps; * **Financial Governance of the Customer Base:** Own daily accountability for the most critical revenue lines—Growth, Churn, and NRR—with clear visibility into valuation and contribution margin impact; * **High-Performance Leadership:** Transform the CS team from a reactive posture to a customer-success culture driven by value delivery—featuring clear goals, frequent feedback, and people development; * **C-Level Strategic Alignment:** Serve as the political bridge between Sales (ideal customer profile), Product (retention-oriented roadmap), and Executive Leadership (clear, executive-level reporting). **REQUIREMENTS AND QUALIFICATIONS:** * **Proven executive experience:** As CCO, VP, Senior Head, or CS Manager in a SaaS technology company; * **Analytical / financial background:** Bachelor’s degree or substantial experience in Business Administration, Engineering, Economics, Data Analysis, or related fields; * **Mastery of CS and CRM tools** applied to journey management, health scoring, and relationship automation; * **Proven track record improving NPS** with direct impact on retention and revenue expansion; * **Owner mindset:** Genuine discomfort with underperformance and ability to reverse adverse scenarios without waiting for perfect conditions; * **Scaling experience:** Active participation in a startup’s scaling phase—reducing churn growth while elevating NPS. **WHAT YOU NEED TO HAVE/BE/KNOW:** * **NPS-Obsessed:** Understands that experience generates revenue—not cost; * **Analytically Inclined Executor:** Makes decisions based on data—not assumptions; * **Multidisciplinary Leader:** You’ll serve as conductor across three critical functions—ensuring synergy, clear goals, and human development for each; * **Cross-Functional Synergy:** Act as the strategic bridge among Tiflux’s leadership teams—transforming customer journey data into tangible improvements for Tiflux; * **Hands\-on When Needed:** Dive into operations whenever required; * **Resilient:** Absorbs feedback and adjusts course swiftly; * **Politically Astute:** Leads through influence—not just hierarchy; * **Executive Communicator:** Translates operations into clear, actionable numbers for executive leadership; * **Deep SaaS Metrics Fluency:** NPS, GRR, NRR, Churn, LTV, Health Score; * **Data Analysis and BI:** SQL, Advanced Excel, and CS platforms; * **Playbook Design:** Scalable Tech Touch and Low Touch journeys; * **Expansion Methodologies:** Applied post\-sale (e.g., SPIN, SaaS Sales Method).