Head of Customer Success

Description

As **Head of Customer Success**, you lead the Customer Success strategy—from activation to expansion—across the customer journey at Conta Azul, ensuring every entrepreneur extracts maximum value from our platform. Responsible for structuring Onboarding and Ongoing programs, you operate at the intersection of Product, Revenue, and Operations—connecting data, processes, and people to sustain outcomes in retention, adoption, and recurring revenue growth. Reporting directly to the executive leadership team, this is a strategic role that combines long-term vision with disciplined execution—and helps shape how thousands of Brazilian small businesses thrive. **ABOUT CONTA AZUL** Conta Azul is driven by the belief that every entrepreneur deserves to succeed. Despite their demanding daily responsibilities, we want every small business owner to have time to focus on what they dreamed of when they first decided to launch their company. That’s why we leverage technology to build a cloud-based platform where entrepreneurs—and their accountants—can easily and seamlessly access everything they need, in real time. We seek people who are passionate about this mission. If you’re one of them, join us! **ABOUT THE TEAM** Our Customer Success team exists to ensure every Conta Azul customer realizes their full potential using our platform. We are the function that deeply listens to customers, translates those insights into action, and directly influences Product, Marketing, and Sales. We operate with a blend of rigorous analytics, scalable processes, and genuine care for the entrepreneur’s experience. Structured across complementary streams—Onboarding (activation and time-to-first-value) and Ongoing (engagement, retention, and expansion)—we work against clear targets for health score, churn, NPS, and Net Revenue Retention. We believe customer success is built through daily discipline—and powered by people who truly care. **Responsibilities and Duties** * Define and execute Conta Azul’s Customer Success strategy, with end-to-end ownership of Onboarding and Ongoing—connecting customer journey, retention, product adoption, and revenue expansion. * Lead a structure composed of CS leaders, developing talent, calibrating performance expectations, and cultivating a culture of high execution grounded in human-centered care. * Define, track, and be accountable for the team’s strategic goals—including Gross and Net Revenue Retention (NRR), revenue and logo churn, activation rate, time-to-value, NPS, CSAT, and adoption of key features. * Design and evolve customer journeys by segment (low-touch, tech-touch, high-touch), ensuring each entrepreneur receives the right level of attention at each stage of their lifecycle. * Build and operate revenue expansion engines (upsell and cross-sell) integrated into the success journey—in partnership with Sales, Marketing, and Product—balancing growth and satisfaction. * Reduce churn sustainably by identifying root causes from data, voice-of-customer, and usage signals—and prioritizing actions across product, process, and relationship dimensions. * Serve as the customer’s voice inside Conta Azul, acting as a strategic partner to Product, Engineering, Marketing, Sales, Support, and Finance—to influence roadmaps, commercial policies, and experience improvements. * Structure a data-driven operation: define health score models, segmentation frameworks, playbooks, automations, and KPIs enabling rapid, evidence-based decisions. * Develop and own the team’s annual and quarterly planning (OKRs, headcount, capacity, tooling investments) and be accountable for delivery to executive leadership. * Develop and evolve the CS technology stack (CRM, CS platform, automations, analytics), ensuring scalability and efficiency. * Promote Conta Azul’s culture within the team—through consistent practices in feedback, career development, diversity, and inclusion. **Requirements and Qualifications** **REQUIRED** * Proven leadership experience in Customer Success, Customer Experience, or Customer Operations within SaaS or technology companies—with direct accountability for retention and revenue expansion goals. * Consistent experience leading managers (e.g., managing managers and/or coordinators), with a demonstrable track record of developing high-performing individuals and teams. * Mastery of SaaS metrics and financial models—including MRR/ARR, GRR, NRR, churn (logo and revenue), LTV, CAC payback, expansion, and contraction. * Hands-on experience designing and operating segmented customer journeys (high-, mid-, low-, and tech-touch), with clarity on when and how to apply each model. * Strong analytical capability—with fluency in data, dashboards, and evidence-based decision-making. * Practical experience building and scaling structured Onboarding and Ongoing programs. * A history of leading cross-functional initiatives—especially with Product, Sales, and Marketing. * Experience structuring and operating revenue expansion processes (upsell, cross-sell) without compromising customer experience. * Intermediate or advanced English proficiency—to engage with market references, tools, and technical content. * Completed undergraduate degree in related fields; postgraduate studies or an MBA are a plus. * Availability for hybrid work in Joinville/SC. **DESIRED** * Prior experience at companies serving small and medium-sized enterprises (SMEs), especially in management, finance, accounting, or fintech. * Familiarity with CS tools and CRMs. * Knowledge of Voice of Customer methodologies, NPS, CSAT, and qualitative customer research. * Experience in high-growth, transformative environments—with strong adaptability in ambiguous and rapidly changing contexts. * Executive communication skills—comfort presenting data, recommendations, and trade-offs to C-level executives and boards. * Strategic thinking paired with strong execution discipline and accountability. * Empathy, active listening, and the ability to build authentic relationships with customers, peers, and teams. * Owner mindset—with autonomy to prioritize and mobilize resources around what matters most. **Additional Information:** **BENEFITS** * **Health Insurance:** Nationwide coverage with no monthly premium or co-payment. Can be extended to dependents (spouse and children), per internal policy. * **Dental Insurance:** Nationwide coverage with no monthly premium. Can be extended to dependents (children and spouse), per internal policy. * **Flexible Benefit:** BRL 1,000.00/month to invest in education (70% reimbursement on tuition), languages (70%), physical activities, and consultations with psychologists, nutritionists, massage therapists, and physiotherapists (50%). * **Childcare Assistance** for parents with children aged 0–24 months. * **Monthly Home Office Allowance**—monthly support starting at BRL 150.00 (based on location). * **Home Office Setup Allowance**—one-time payment to cover workstation costs. * **Meal & Food Voucher:** Flash card with no payroll deduction. * **Zenklub:** Unlimited access to psychologists, therapists, coaches, and psychoanalysts. The first two sessions per month are free; subsequent sessions cost only BRL 20.00. * **Bonus Program** based on goal achievement. * **Pharmacy Benefit:** Vidalink app offering 75% subsidy on prescription medications. Can be extended to dependents (children and spouse), per internal policy. * **Extended Maternity and Paternity Leave**. * **Free Sesc Membership:** Benefits extendable to dependents. Membership grants access to diverse activities and services at special rates—including education, sports, leisure, excursions, hotels, cultural programming, dental care, and nutrition. You pay only for services used. * **Transportation & Parking:** Commuter voucher (up to 6% payroll deduction) and free parking at headquarters (Joinville). * **GoGood:** Access to numerous gyms across Brazil with a 50% subsidy for Azuis. Dependents may enroll in the full plan. * **Relocation Assistance:** For all Azuis wishing to relocate closer to headquarters, we offer a relocation stipend. Experience Package: * **Baby Blue Time**: Reduced working hours with extra scheduling flexibility upon returning from Maternity and Paternity Leave; * **Days Off Experience**: All Azuis with over one year of tenure receive four days off per year; * **Partially Paid Sabbatical**: Eligible Azuis may take time off while receiving an advance stipend; * **Life Insurance**: No payroll deduction; * **Free License to the Conta Azul Platform**. And more: * Innovative environment fostering growth—with exceptional colleagues and continuous learning; * Accessible office designed to stimulate creativity and productivity—with unlimited food and beverages; * Flexible working hours (Monday–Friday). **Diversity & Inclusion at Conta Azul** At Conta Azul, we value an inclusive environment where everyone feels respected—and where diverse experiences and individual uniqueness are celebrated. That’s why we actively promote diversity throughout our hiring processes, reflecting our belief in integration and appreciation of every Azul. Feel free to disclose relevant information in the application form. These data are essential to foster an inclusive hiring process—and will be used exclusively for that purpose, with no impact during or after the process. **Inside Conta Azul** Our teams love sharing knowledge. See what we’re up to here. Visit: https://medium.com/cultura-contaazul https://medium.com/design-contaazul https://engineering.con