Customer Success Coordinator (CS)

Description

Job Summary: Lead the Customer Success area, ensuring an exceptional customer experience, driving retention, engagement, and portfolio expansion, and developing strategic processes. Key Highlights: 1. Lead the Customer Success area 2. Ensure an exceptional customer experience 3. Drive retention, engagement, and portfolio expansion **Description and Responsibilities:** **Working Hours:** 9:00 AM to 7:00 PM **Experience Level:** Professional **Employment Type:** Service Provider \- PJ At **BRL Educação**, we believe in the power of education to transform businesses and people. We are a corporate education company that drives business growth through programs, training, and strategic solutions focused on developing leaders, teams, and organizations. Our mission is to generate real impact on our clients’ results by promoting sustainable growth through knowledge, innovation, and execution. If you seek a dynamic learning environment, professional development, and challenges that deliver tangible results, we want to meet you. **Your Mission** Lead the Customer Success area, ensuring an exceptional customer experience, driving retention, engagement, and portfolio expansion, while also developing processes, metrics, and strategies that strengthen customer relationships and contribute to the company’s sustainable growth. **Key Responsibilities** Coordinate the Customer Success team, monitoring performance, goals, and employee development; Design and optimize customer onboarding, follow-up, retention, and loyalty processes; Ensure an efficient customer journey aligned with the company’s excellence standards; Monitor strategic departmental metrics such as NPS, churn, retention, revenue expansion, and customer satisfaction; Develop action plans to reduce churn and increase customer base engagement; Identify upsell, cross\-sell, and contract renewal opportunities in collaboration with the Sales team; Conduct strategic meetings with customers and manage resolution of critical situations; Implement and monitor Customer Success playbooks, workflows, and best practices; Manage and monitor CRM usage and other departmental tools, ensuring data quality; Collaborate with Marketing, Sales, Product, and Operations teams to deliver an integrated customer experience; Prepare management reports and present metrics, results, and improvement plans to leadership; Promote a customer-centric culture, encouraging continuous process improvement and enhanced customer experience. **Requirements:** We are seeking a professional who has: Solid experience in Customer Success, Customer Relationship Management, or related fields; Prior experience leading or coordinating teams; Hands-on experience building and managing the customer journey, onboarding, retention, and loyalty; Knowledge of Customer Success metrics such as NPS, CSAT, churn, LTV, revenue expansion, and health score; Experience with CRM tools and Customer Success platforms such as HubSpot, Salesforce, Gainsight, or similar; Strong analytical ability to interpret metrics and translate data into actionable plans; Excellent communication, negotiation, and strategic meeting facilitation skills; Leadership profile, organizational skills, proactivity, and results orientation; Ability to develop people, manage conflicts, and drive high team performance; Preferred experience in education, technology, consulting, or recurring-revenue businesses (SaaS or subscription-based). **Job Details** Work Model: On-site Location: SIG – Brasília/DF Working Hours: Monday to Friday, 9:00 AM to 7:00 PM, with availability for occasional overtime. Employment Type: Individual Legal Entity (PJ) **Benefits** At **BRL Educação**, we believe developing people is part of our culture. Therefore, **we offer**: Career development plan with professional growth opportunities; Health insurance; Psychological support; Access to company mentorships and training programs; Birthday Day Off; Paid sabbatical leave of 10 days every 6 months; Year-end collective holiday; 50% discount at Wizard; On-site manicure services; Partnership discounts with local restaurants; 2-hour lunch break. **Benefits:** No benefits provided