Senior Lifecycle Supervisor

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

📋 Description

• Lead the RevOps Lifecycle team, ensuring the achievement of quarterly goals that align with Saipos' objectives for retention, expansion, and customer health.

• Establish and recommend goals, manage capacity planning, oversee onboarding cycles, ramp-up processes, account distribution, interdepartmental service level agreements (SLAs), and customer journey design, always grounded in data.

• Monitor and assess the complete customer journey, pinpointing bottlenecks by stage and segment.

• Track Lifecycle and essential SaaS metrics, providing analytical insights to executive forums and conducting weekly business reviews.

• Assist in defining and reviewing health scores, churn risk criteria, and strategies for retention and expansion.

• Oversee the entire people management process, which includes one-on-ones, individual development plans (PDI), feedback, performance evaluations, and team growth.

• Create, prioritize, and manage the squad's roadmap during planning sessions.

• Conduct blameless postmortems and retrospectives.

• Coordinate deliveries involving CRM, journey automation, business intelligence, product analytics, and event instrumentation.

• Suggest, implement, and track modifications to Lifecycle processes, policies, and tools.

• Ensure the quality and governance of dashboards, automations, integrations, playbooks, and documentation.

• Provide technical insights on journey modeling, validation of retention cohorts, design of health scores, and evaluation of product event instrumentation.

⛳️ Requirements

• Bachelor's degree in Business Administration, Engineering, Marketing, Economics, Information Systems, or related disciplines.

• Prior formal leadership experience such as supervision, coordination, or tech lead with a focus on people management.

• Strong understanding of the management cycle, including one-on-ones, Individual Development Plans (PDI), feedback mechanisms, and performance evaluation cycles.

• Demonstrated experience in RevOps, CsOps, CxOps, or related fields within SaaS organizations.

• Practical expertise in navigating the complete customer journey and post-sale processes.

• Comprehensive knowledge of Lifecycle metrics and SaaS key performance indicators (KPIs).

• Familiarity with onboarding/implementation, customer success, support, and product-led retention strategies.

• Hands-on experience with CRM systems, product analytics, and customer support tools.

• Strong analytical abilities coupled with executive-level communication skills.

• Proficient in reading and querying data using SQL and business intelligence tools such as ThoughtSpot, Looker, Metabase, or similar.

• Strategic mindset for prioritization and the maturity to lead a multidisciplinary team.

• Previous experience at B2B SaaS companies during periods of rapid growth or scaling.

• Familiar with customer success and support methodologies, including health scores, customer success motions, KCS, ITIL, and contemporary support operation practices.

• Knowledge of AI applications relevant to RevOps and customer experience.

• Experience in food service, fintech, marketplaces, or other ecosystems characterized by high operational density.

🏝️ Benefits

• PJ (contractor) contract with 30 days of paid time off each year.

• Health insurance with 100% of premiums covered by the company (for PJ after 6 months).

• Dental plan available (for PJ after 6 months).

• Life insurance provided.

• Comprehensive equipment kit supplied.

• Home office allowance of R$180.00 per month.

• Birthday day off to celebrate.

• Gympass discount offered.

• No dress code — express yourself freely!

• Extended maternity and paternity leave available.