Customer Success / Post-Sales

Description

Job Summary: A Customer Success professional to ensure customers derive maximum value from the Expad platform, guiding onboarding, technical implementation, and ongoing support. Key Highlights: 1. Being part of a rapidly growing startup 2. Autonomy and leadership in designing the customer journey 3. Direct contact with leadership and influence on the product roadmap About Expad Expad is a marketing attribution SaaS platform that measures leads generated by Google and Meta Ads campaigns, synchronizes campaign data, and sends offline conversion events (qualified leads and revenue-valued sales) back to advertising platforms. We serve small and medium-sized businesses focused on lead generation—especially in the automotive, healthcare, construction, and urgent services sectors. Role Mission Ensure Expad’s customers extract maximum value from the platform by leading onboarding, technical implementation, continuous account monitoring, and expansion. The Customer Success (CS) role owns customer retention, satisfaction, and growth, acting as the bridge between customers and the product team. Responsibilities * Lead onboarding for new customers: account setup, platform integrations (Google Ads, Meta Ads, WhatsApp), and initial training * Support technical implementation of the platform, including tag installation, offline event configuration, and API-based integrations * Monitor customer health metrics: platform usage, volume of tracked leads, conversion submissions * Conduct periodic check\-ins to ensure adoption and identify churn risks * Proactively engage customers with low engagement or technical issues * Identify expansion opportunities (upsell/cross\-sell) within the existing customer base * Document processes, create support materials, and update the knowledge base * Serve as the internal voice of the customer, bringing feedback to the product and engineering teams * Provide second-level technical support when required Requirements * **Required:** Experience in Customer Success, Technical Support, or SaaS Implementation (minimum 1 year) * **Required:** Knowledge of digital marketing: Google Ads, Meta Ads, tracking tags, pixels, offline conversions * **Required:** Technical ability to work with APIs, integrations, and platform configurations * **Required:** Excellent communication skills: ability to translate technical concepts into customer-friendly language * **Required:** Data orientation and results focus (retention, NPS, expansion) * **Required:** Organizational skills to manage multiple customers simultaneously Differentiators * Experience with marketing attribution platforms or martech solutions * Knowledge of WhatsApp Business API and automation tools (Make, Zapier) * Experience serving small and medium-sized businesses (local businesses) * Experience with Google Tag Manager and offline conversion events * Familiarity with CS methodologies (health score, retention playbooks, QBRs) Performance Indicators (KPIs) * Customer retention rate (churn rate) * Average onboarding time (time\-to\-value) * NPS / CSAT of managed customers * Account expansion rate (upsell/cross\-sell) * Number of active customers with configured conversion submission What We Offer * Opportunity to join a rapidly growing startup making real impact in the Brazilian SMB market * Autonomy and leadership in designing the customer journey * Competitive compensation \+ bonuses tied to retention and expansion * Flexible working hours and initially hybrid work model (with possibility of 100% remote) * Direct contact with leadership and influence on the product roadmap Compensation: starting at R$3\.000,00 per month Work Location: Hybrid remote for Belo Horizonte, MG