### **Who is the hiring company?** A leading national institution in Medical Education specializing in Emergency and Intensive Care. Its mission is to save one million lives over the next 10 years through dual-certification courses, a hybrid methodology, and the largest practical training hours in Brazil, delivered in real hospital settings. The institution has strong partnerships and impacts over two million people every month, driven by innovation, real clinical practice, and transformation of medical education in Brazil. ### **Job Mission** We are seeking a **Customer Success \| CX \| Post-Sales Manager** to lead and evolve Customer Success and Customer Experience initiatives, ensuring excellence throughout the student journey, operational consistency, and business impact. ### **About the Challenge** You will be responsible for **leading CX \| Post-Sales teams**, structuring, monitoring, and enhancing processes, **making strategic decisions based on data and KPIs**, and collaborating cross-functionally with Sales, Finance, Products, Academic, and Marketing departments. The main focus will be **retention, engagement, customer experience, and operational efficiency**, with full autonomy to propose and implement improvements. ### **Key Responsibilities** * Lead **Onboarding, Reactive CX, and Proactive CX teams**, ensuring alignment, performance, and delivery quality * Structure, execute, and drive **continuous improvement of post-sales processes** * Ensure **governance of departmental KPIs**, tracking metrics such as retention, churn, engagement, and customer satisfaction * Support decision-making by building **visual management systems**, dashboards, and databases * Develop and mentor the team, fostering **autonomy, technical growth, and accountability for results** * Serve as the **central point of contact for post-sales** across all company departments * Contribute to and execute **strategic projects** directly impacting student experience and business efficiency * Identify opportunities for **revenue growth** through retention, engagement, and referrals ### **Profile We’re Looking For** * Completed **undergraduate degree** in **Business Administration, Commercial Management, Business Management, or related fields** * Prior experience in **leadership roles** within Customer Success, Customer Experience, or Post-Sales functions * Experience managing teams and **performance metrics** * Strong organizational skills, **data analysis capabilities**, and process management expertise * Analytical, proactive profile, focused on continuous improvement and problem-solving * Excellent communication skills and ease working cross-functionally * **Owner mindset**, strong sense of responsibility, and results orientation ### **Success Metrics for This Role** * Churn within established targets * Consistent improvement in student retention and engagement * Reliability, consistency, and clarity of departmental KPIs * Quality of customer experience throughout the journey * Team development, autonomy, and maturity * Revenue growth through referrals and customer loyalty ### **Employment Model** * **PJ (Individual Contractor) contract** * **Monthly compensation range:** R$ 12\.000 to R$ 16\.000, depending on seniority and experience * **Work schedule:** On-site \| Monday to Friday, 9am to 6pm ### **Why Is This Role Strategic?** Here, you’ll have **full autonomy to structure, improve, and scale processes**, leading a key business area with tangible impact on company growth and customer experience. Minimum Education Level: Bachelor’s Degree