Customer Success

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee a portfolio of clients, ensuring a seamless experience throughout their engagement.

• Cultivate strong relationships with clients by understanding their needs and business goals.

• Facilitate onboarding, follow-up, and business review sessions.

• Serve as a trusted advisor to promote solution adoption and enhance value creation.

• Monitor health metrics of the customer portfolio, identifying risks of churn and opportunities for expansion.

• Create action plans aimed at customer retention, engagement, and loyalty.

• Collaborate with Sales, Product, and Support teams to provide a cohesive customer experience.

• Document interactions and maintain up-to-date customer information in internal systems.

• Measure success, satisfaction, and platform usage metrics, recommending ongoing enhancements.

• Represent the voice of the customer, providing feedback to aid in the development of products and processes.

⛳️ Requirements

• Completed or in-progress Bachelor's degree in Business Administration, Marketing, Sales Management, Communications, or related fields.

• Prior experience in Customer Success, Customer Service, Account Management, or similar domains.

• Exceptional verbal and written communication abilities.

• Analytical mindset paired with robust problem-solving capabilities.

• Proficient in building relationships and leading negotiations.

• Strong organizational skills with the capacity to manage multiple priorities simultaneously.

• Familiarity with CRM and customer management platforms.

• Proficient in Microsoft Office or Google Workspace.

• Experience in technology companies (SaaS) is advantageous.

• Understanding of Customer Success methodologies and customer journey management is beneficial.

• Experience with HubSpot, Salesforce, Zendesk, Intercom, Gainsight, or similar tools is a plus.

• Experience in analyzing Churn, NPS, CSAT, Health Score, and revenue growth is an advantage.

• Intermediate or advanced English proficiency is a plus.

🏝️ Benefits

• Fully covered health and dental insurance.

• Meal and food allowance through the iFood Benefícios card.

• Access to a discount network and iFood club.

• Mobility allowance.

• Wellhub membership to support your physical and mental well-being.

• Additional credits for internal initiatives and special occasions.

• Birthday credit on the benefits card.

• Educational partnerships and discounts on language courses.

• Employee referral program.

• Dedicated HR team support throughout your journey.

• Option for remote work.