CS Coordinator

Description

Job Summary: ELOCA, a growing technology startup, is seeking a CS Coordinator to lead a high-performance team, optimize the customer journey, and deliver results with passion for goals. Key Highlights: 1. Team leadership of Customer Success Managers 2. Optimization of the customer journey and focus on results 3. Collaborative and purpose-driven environment at a technology startup ? About ELOCA **ELOCA** is a **rapidly growing technology startup** transforming consumption habits by promoting **access over ownership**. Focused on **innovation**, we develop **systems and methodologies** that help **equipment leasing companies** stand out in the market. We operate in a **lightweight, ethical, and collaborative environment**, driven by **passion for technology** and **determination to achieve our goals**. ✨ Your Role as CS Coordinator — Key Responsibilities * **High-Performance Leadership:** Manage, mentor, and develop the Customer Success Managers (CSMs) team, establishing clear KPIs and fostering a customer-centric, results-oriented culture. * **Post-Sale Management:** Structure and optimize the entire customer journey, including onboarding, adoption, expansion (upsell/cross-sell), and renewal. * **Goal and Results Focus:** Be passionate about goals, manage departmental objectives, and ensure target achievement. Variable compensation will be directly tied to performance. * **KPI Analysis:** Monitor and proactively act on key portfolio health metrics such as **Churn Rate**, **LTV**, **CAC**, and **Cohort Analysis**. * **Risk Management:** Proactively identify customers at risk of churn and develop action plans for retention. * **Strategic Vision:** Analyze portfolio data to identify trends, improvement opportunities, and bottlenecks in the customer journey, reporting insights to executive leadership. * **Cross-Department Collaboration:** Partner with Sales, Product, and Support teams to ensure a seamless and aligned customer experience. ✅ Essential Requirements * **Leadership Experience:** Minimum 4 years of proven leadership experience (coordination or management) in Customer Success, Post-Sale, or Account Management teams. * **Technical Knowledge (Stack):** Experience in technology environments and proficiency with **SaaS, E-commerce, ERP, and CRM platforms** (e.g., Salesforce, HubSpot, Pipedrive, or similar), plus knowledge of **business rules**. * **Metrics Mastery:** Fluency in core CS metrics (**Churn, LTV, CAC, Cohort, NPS, CSAT**), with ability not only to calculate them but also to translate them into effective action plans. * **“Farmer” Post-Sale Profile:** Proven experience managing portfolios focused on **retention and expansion** (upsell/cross-sell). * **Goal Passion:** Highly results-oriented profile, motivated by challenges and experienced in **aggressive variable compensation structures**. * **Behavioral Skills:** Excellent communication, analytical capability, strategic vision, negotiation, and conflict resolution. * Nice-to-Have (What Will Make Our Eyes Shine) * Prior experience **building a CS function from scratch**. * Knowledge of **Customer Success methodologies** (e.g., Customer Success-Led Growth). * **Advanced English.** ? What We Offer * **Transportation Allowance** * **Competitive base salary + attractive and transparent variable compensation**, based on individual and team goals * **iFood Benefits:** R$ 650.00 (VA/VR) + R$ 550.00 flexible (health, gym, courses, bills, and more) * **Life Insurance (Porto Seguro)** * **AVUS:** Discounts on lab tests and pharmacies * **Wellness:** Clinical consultations * **Discounts at Grand Plaza Shopping food court** * **Modern infrastructure**, with well-defined processes and strong leadership support * **Collaborative, meritocratic, and purpose-driven environment** ? Work Location Our office is located at **Grand Plaza Shopping**, in **Santo André (Corporate Center)** — just 5 minutes from Santo André Terminal. ? Why Join ELOCA? We value a **lightweight, ethical, and collaborative environment**, with emphasis on each employee’s **personal and professional development**. If you seek **challenges, growth, and purpose**, and want to join a **startup revolutionizing the market**, this is your opportunity! ✅ **Join ELOCA and help shape the future with us!**