Customer Success Executive

Description

### **About the Challenge** We are looking for a highly senior **Customer Success Executive** to serve as a true strategic *Advisor* for major accounts. At Emiteaí, you will not merely be a point of contact—you will be a business consultant focused on ensuring that large-scale logistics and tax operations extract maximum value from our SaaS platform. You will guide senior executives (C\-levels, Logistics Directors, Tax Directors) in optimizing their processes, ensuring retention, engagement, and MRR expansion. ### **What You’ll Do (Responsibilities):** * **Enterprise Portfolio Management:** Lead strategic relationships with *Enterprise* accounts based in the São Paulo region, acting as the client’s primary *Trusted Advisor*. * **Strategic Alignment and QBRs:** Conduct *Quarterly Business Reviews* (QBRs) and periodic executive meetings to demonstrate platform ROI, align success metrics (SLAs, cost reduction, process optimization, tax compliance), and co-develop action plans. * **Retention and Expansion:** Monitor customer health (Health Score), proactively mitigate *Churn* risks, and identify clear *Upsell* and *Cross\-sell* opportunities. * **Logistics and Tax Consulting:** Translate clients’ logistics and tax pain points (e.g., GNRE management, DIFAL, impacts of tax reform) into practical solutions within our technology. * **Strategic Bridge:** Serve as the Enterprise customer’s voice inside Emiteaí, collaborating directly with Product, Technology, and Marketing teams to influence the roadmap according to the needs of large-scale operations. ### **What We’re Looking For (Requirements):** * **Proven Experience:** Solid experience as a Customer Success Manager (CSM), Key Account Manager (KAM), or Strategic Consultant in the B2B SaaS market, exclusively focused on *Enterprise* accounts. * **Residency:** Must reside in São Paulo city or its immediate metropolitan area, with availability for frequent in-person client visits. * **Market Knowledge:** Deep understanding of **Logistics (Supply Chain, Transportation)** and/or **Tax/Fiscal Management** dynamics in Brazil. * **Negotiation & C\-Level Skills:** Comfort and authority to engage, negotiate, and influence decision-makers (C\-levels, Directors, Superintendents). * **Data Orientation:** Ability to analyze SaaS KPIs (NPS, Churn, MRR, NRR) and operational metrics to support data-driven decisions. ### **Nice-to-Have (Preferred Qualifications):** * Prior experience working with freight management platforms (TMS) or fiscal document automation systems. * Familiarity with data and management tools (e.g., Power BI, Azure DevOps, Microsoft Teams). * Postgraduate degree, MBA, or specialization in Logistics, Taxation, or Business Management. **What We Offer:** * R$ 750.00 food allowance via Caju; * R$ 300.00 meal allowance via Caju; * Transportation allowance with no payroll deduction; * Short Friday (earlier departure on Fridays); * Birthday Day\-off; * Unimed Vale do Itajaí health plan (no monthly fee and no copayment); * Uniodonto dental plan (no monthly fee and no copayment); * Wellhub (wellness and gym platform); * Conexa (telemedicine platform with medical consultations); * Partnerships and agreements with various institutions; * Fruit Day at the office. ### **Employment Type:** CLT ### **Benefits:** Friday Free, Health Insurance, Dental Insurance, Meal Allowance, Transportation Allowance, Conexa Saúde, Birthday Day\-off, Wellhub \- Formerly Gympass ### **Department:** Customer Experience