Head of Customer Success

Description

Job Summary: Lead and build the Customer Success function at a technology company, managing teams and defining strategies for the customer journey. Key Highlights: 1. Strategic leadership in Customer Success 2. Team and operations management in B2B SaaS 3. Focus on innovation and AI to enhance processes **INDUSTRY** Technology Company **WORK SCHEDULE** On-site work in Natal/RN; Contract type: PJ (Individual Entrepreneur). **REQUIREMENTS** Bachelor's degree in Production Engineering, Business Administration, or related fields; Experience managing Customer Success teams and operations in technology companies (B2B SaaS); Proficiency in CS and SaaS metrics such as Churn Rate, GRR, NRR, LTV, CAC, NPS, and MRR; Experience designing customer journeys, onboarding, retention, expansion, and process automation; Hands-on experience with CRM, Customer Success, and data analytics tools; Knowledge and application of Artificial Intelligence in processes and operations; Analytical, strategic profile, metrics-driven, and results-oriented; Excellent communication skills, leadership ability, business acumen, and capacity to collaborate cross-functionally. **PREFERRED QUALIFICATIONS**: Familiarity with the accounting, tax, or fiscal market; Experience in high-growth technology companies (Startups/Scale-ups). **RESPONSIBILITIES** Build and lead the Customer Success function, defining processes, KPIs, and growth strategies; Manage Onboarding, Customer Success, and Expansion teams to ensure excellence across the customer journey; Develop retention and revenue expansion strategies while reducing churn; Segment the customer portfolio (High Touch, Mid Touch, Tech Touch) based on customer profile and MRR; Create, monitor, and optimize customer health indicators (Health Score), NPS, Churn, NRR, and Time-to-Value; Conduct strategic meetings (QBRs) with key clients and present monthly results to executive leadership; Design engagement playbooks and automations to increase engagement and operational scalability; Serve as the liaison between Customer Success, Sales, and Product teams to drive continuous improvements in customer experience. **COMPENSATION AND BENEFITS** Contract type: PJ (Individual Entrepreneur); Fixed monthly remuneration: R$ 4,000.00; Performance bonus up to R$ 4,000.00; Total potential monthly compensation up to R$ 8,000.00.