Job Summary: We are seeking a Coordinator to lead and build the Customer Success, Customer Experience, and Customer Support function for a B2B technology platform, ensuring operational excellence and contract retention. Key Highlights: 1. Lead and build the Customer Success, CX, and Support function from scratch. 2. Strategically and operationally manage key accounts. 3. Design processes, implement tools, and build the team. At Valid, we work to enable secure identification of people, journeys, and transactions—both in the public and private sectors. Our physical and digital solutions serve three major ecosystems: * **Identification & Digital Government** * **Banks & Payment Methods** * **Secure Connectivity** Our role is to authenticate, authorize, and ensure security for all stakeholders involved. This is what we deliver for each of our 1,200+ clients across Brazil and worldwide. **Our Valid Way** At Valid, we believe every person is unique, and our purpose is to empower the most authentic qualities in each individual—creating an environment where everyone can grow and leave their mark. We value professionals who build trust-based relationships with external customers, partners, and internal teams; who focus on improving existing offerings or creating new ones; who pursue excellence in delivery; and who practice teamwork and collaboration. All of this reflects our Culture—the Valid Way—which is embodied in our four core values: * ***Customer-Driven*** * ***Never Stop Evolving and Learning*** * ***Make It Happen—and Do It Right*** * ***Play Together and Play Fair*** This is what enables us to continue building a story of success and growth—and brings our purpose to life every day. Here, we value equal opportunity and are committed to building a safe, respectful, and inclusive environment for everyone. We do not discriminate based on race, religion, color, nationality, gender, sexual orientation, disability, or any other basis. **About the Role** We are looking for a Coordinator to lead and build, from scratch, the Customer Success, Customer Experience, and Customer Support function for a B2B technology platform. This professional will be responsible for ensuring operational excellence, contract retention and expansion, and compliance with specific requirements outlined in complex contracts. The ideal candidate combines strategic vision with hands-on operational execution, capable of designing processes, implementing tools, building a team, and deeply engaging with strategic customers. This is a key position to ensure scalability, recurring revenue generation, and maintenance of strategic contracts—directly impacting company growth and reputation. We seek someone with business acumen, strong interpersonal skills, and operational excellence to transform customer experience into our greatest competitive advantage. **Responsibilities and Duties** #### **Key Responsibilities** * Implement and lead Customer Success, Experience, and Support initiatives focused on corporate clients and public agencies—ensuring contractual compliance, delivery quality, and superior experience. * Directly manage our first strategic clients, cultivating long-term relationships and identifying expansion opportunities (upsell, cross-sell). * Build a support structure aligned with compliance standards, SLAs, and processes required for public tenders, government contracts, and audits. * Map the B2B customer journey—from onboarding through renewal—and deploy CRM, ticketing, KPI monitoring, and automation tools. * Define and track metrics including NRR, churn, NPS, TTV, CSAT, MRR, resolution time, and contractually mandated indicators. * Develop knowledge bases, operational playbooks, and compliance manuals. * Integrate information with Product, Engineering, and Legal teams to ensure technical and legal alignment. * Structure and lead team formation as the function scales. #### **Ideal Behavioral Profile** * Ability to operate effectively across both operational execution and institutional stakeholder engagement—with maturity and professionalism. * Strong organizational skills, discipline, and attention to contracts, deadlines, and compliance. * Empathetic, consultative communication style, oriented toward high-responsibility stakeholders. **Requirements and Qualifications** #### **Required Requirements and Qualifications** * Completed undergraduate degree. * Proven experience building or leading Customer Success / CX / Support functions within B2B technology companies. * Experience managing complex corporate contracts and relationships with enterprise accounts and/or public sector entities. * Knowledge of SLAs, compliance, governance, and contractual requirements. * Proficiency in customer success metrics, renewal rates, and recurring revenue generation (LTV, NRR, churn, health score). * Hands-on, execution-oriented profile, capable of independently designing processes and systems. * Analytical mindset, data-driven, with strategic vision. #### **Preferred Qualifications** * Experience at companies participating in public tenders or operating under long-term government contracts. * Experience implementing SaaS platforms in high-information-security-demand environments. * Familiarity with technical standards, digital compliance, and public-sector management policies. * Experience in hyper-growth (scale-up) environments or digital transformation initiatives within traditional institutions. Valid’s administrative area involves data analysis and decision-making critical to the company’s growth and development. We seek professionals who directly impact these processes—embracing daily challenges, proposing solutions, and shaping Valid’s future! If you’re looking for a dynamic, collaborative, challenging, and goal-driven environment—this is your place! Join our team and help us transform the lives of thousands of people—together! Come tell us **\#souvalid**