Customer Success Lead

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

📋 Description

• Lead a team primarily consisting of Mid- and Low-Touch Customer Success Managers (CSMs);

• Assist the Customer Success team in liaising between clients and various departments within the company, aiding in the resolution of issues pertaining to customer experience and success;

• Develop and consistently monitor the team's Objectives and Key Results (OKRs);

• Foster team growth in both technical and interpersonal skills through constructive feedback, one-on-one (1:1) discussions, involvement in performance review cycles, and other people-management initiatives;

• Establish, maintain, and enhance operational metrics, overseeing and presenting results;

• Engage in strategic collaborations with other teams;

• Actively assist in the planning and execution of projects;

• Aid the Customer Success team in building cross-functional relationships, ensuring customer requests are directed and resolved efficiently;

• Prioritize requests in intricate contexts, balancing differing perspectives and profiles through active listening and a focus on solutions;

• Collaborate on the development, maintenance, and continual enhancement of operational processes;

• Advocate for the Conta Asaas culture within the team by implementing consistent practices focused on feedback, career growth, diversity, and inclusion.

⛳️ Requirements

• Completed Bachelor's degree, ideally in Business Administration, Financial Management, Economics, Accounting, or related disciplines;

• Extensive experience leading Customer Success, Customer Experience, or Customer Operations teams within SaaS or technology firms, with direct accountability for retention and revenue growth objectives;

• Strong analytical skills, proficient in data interpretation, dashboards, and evidence-based decision making;

• Prior experience in financial institutions, fintechs, or financial management;

• Proven track record in settings with revenue targets and operational and performance metrics.

🏝️ Benefits

• Medical and dental insurance with no co-pay

• Life insurance

• Medication purchase assistance

• Subsidy for physical activity

• Financial health assistance through Neon

• 4 complimentary monthly sessions for therapy or nutritionist via Zenklub

• On-site quick massages at headquarters

• Flexible meal allowance on a Visa card

• Free meals at headquarters

• Childcare assistance

• Parental support program

• Extended maternity and paternity leave

• In-house training platform

• Education subsidy covering 70% of tuition for degree programs and language courses

• Home office allowance

• Work equipment provided

• Furniture allowance

• Partnership with WOBA for coworking spaces

• Day off during your birthday month

• Happy hour allowance

• Referral bonus for new hires

• Bonus based on annual targets

• Stock options plan

• Casual, relaxed environment with no dress code