Customer Success Assistant

Description

Job Summary: Maximize platform value for franchises by guiding customers through their journey from kick-off to ongoing support, with a focus on engagement, retention, and results. Key Highlights: 1. Lead welcome meetings and manage customer onboarding 2. Conduct training sessions and create support materials 3. Collect feedback and collaborate on solution improvement **Your Mission in This Role** Ensure our franchises and their units derive maximum value from our platform by leading a structured customer journey—from kick\-off to continuous support—with emphasis on engagement, retention, and outcome generation. **Key Responsibilities** * Lead welcome (kick\-off) meetings with new units or groups, presenting usage guidelines, expectations, and next steps. * Manage the onboarding and implementation process, ensuring configurations, access setups, and training are completed on schedule. * Monitor usage and engagement metrics, identifying risks and proactively mitigating them. * Deliver individual or group training—either in-person or online—and produce support materials (handouts, videos, and tutorials). * Design and facilitate events and workshops to increase platform adoption and strengthen customer relationships. * Log interactions, statuses, and actions in Jira and other internal systems, keeping historical records up to date. * Gather and relay customer feedback to Product and Support teams to drive solution evolution. * Participate in quarterly business reviews (QBRs) and present value reports to customers. **What We’re Looking For** * Prior experience in Customer Success, Support, or related fields (B2B and SaaS experience is a plus). * Excellent verbal and written communication skills, with strong teaching and guidance abilities for customers. * Ability to manage multiple customers simultaneously while maintaining organization and meeting deadlines. * Proactive and analytical mindset, capable of identifying opportunities for improvement. * Strong organizational skills to follow processes and record information clearly and consistently. * Basic familiarity with management tools such as Jira, CRM, and Yungas. **Nice-to-Haves** * Experience working with franchise networks and large-scale customer service. * Experience delivering online training and events. * Certifications or courses in Customer Success, CX, or Relationship Management. * Knowledge of customer success metrics (NPS, CSAT, Health Score). **Employment Model** * **PJ Contract** Job Type: Full-time Work Location: On-site Job Type: Full-time, Permanent CLT, Freelance / PJ Compensation: R$2\.000,00 \- R$3\.000,00 per month Work Location: On-site