Senior Director, Customer Success

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

📋 Description

• Develop and execute the strategic plan for the Customer Success department, ensuring alignment with organizational goals.

• Provide leadership, mentorship, and professional development for teams of customer success managers to maintain high performance standards.

• Initiate and promote efforts to improve the customer journey, satisfaction levels, and retention rates.

• Set and oversee KPIs to evaluate the effectiveness of customer success initiatives and implement data-driven modifications.

• Work collaboratively with product, sales, and operations teams to ensure a cohesive customer experience.

• Manage the department's budget, resource allocation, and operational efficiency.

• Identify opportunities for process enhancements and innovations within the department.

• Represent the customer's voice in executive meetings, offering insights and feedback to inform business decisions.

• Handle customer escalations and resolve intricate issues effectively.

• Cultivate a customer-centric culture that emphasizes empathy, proactive problem-solving, and ongoing improvement.

⛳️ Requirements

• A bachelor's degree in a relevant discipline.

• Over 10 years of experience in customer success or a related field.

• At least 5 years of experience leading teams of 50+ and developing first and second line leaders.

• Proven history of integrating AI and emerging technologies into organizational strategies and operations to drive innovation and scalability.

• A solid track record of enhancing customer satisfaction and retention rates.

• Ability to inspire and motivate teams, fostering a culture of high performance and accountability.

• Exceptional communication skills, capable of influencing and nurturing strong relationships across the organization.

• Strategic thinker with the capability to execute complex initiatives in a dynamic environment.

• Highly adaptable with a proactive approach to problem-solving and continuous improvement.

• Customer-focused mindset with a commitment to delivering outstanding service and support.

• Updated resume translated into English.

🏝️ Benefits

• Paid holidays and flexible, take-it-as-you-need-it scheduled time off.

• MacBook set up and ready from day one.

• $500 stipend to create your ideal workspace.

• Equity in a rapidly growing startup supported by top-tier venture capitalists.

• Comprehensive company benefits.

• A culture centered on innovation that values bold ideas.