Job Summary: Manage a customer portfolio by conducting onboarding, mapping the customer journey, monitoring key metrics, and collaborating with teams to identify improvement opportunities. Key Highlights: 1. Focus on customer retention and satisfaction 2. Collaborative work with sales, product, and support teams 3. Identification of upsell and cross-sell opportunities Responsibilities: • Manage a customer portfolio with emphasis on retention and satisfaction. • Conduct efficient onboarding and training for new customers. • Map the customer journey, identify opportunities for improvement, and optimize product usage. • Monitor customer health metrics (NPS, churn, health score) and take proactive actions. • Conduct periodic meetings (success reviews) and align strategic expectations. • Collaborate with sales, product, and support teams to resolve issues and drive improvements. • Identify and qualify upsell and cross\-sell opportunities. • Document processes, feedback, and success stories to enrich the knowledge base. Requirements: Bachelor’s degree (Administration, Marketing, Communications, IT, or related fields). 2–4 years of experience in Customer Success or related areas (support, customer success, account management). Knowledge of CS methodologies (onboarding, churn prevention, health scoring). Analytical skills to interpret data and usage analytics. Desirable: Experience as a CS professional for CRM and martech platforms (Salesforce, Insider, RD Station, among others); Experience in consulting firms or agencies; Knowledge of agile methodologies; Experience defining and tracking operational KPIs. Benefits: Cost-of-living allowance via Caju Card. Additional Information: Contract type: PJ (requires CNPJ classification as ME); Work model: Hybrid.
João Silva
Indeed · HR
João Silva
Indeed · HR
