Customer Success & Implementation Lead (On-site)

We are looking to hire a Customer Success & Implementation Lead (On-site, Brazil) to join our early yet executive CS team and play a key role in driving impact within one of our most strategic accounts. This role is not about owning the account from a distance, but about making things happen on the ground. You will work closely with the Account Owner (Senior CSM) to bring strategy to life—embedding yourself with users, understanding their day-to-day challenges, and translating them into meaningful business outcomes. You will act as the bridge between our customers, product, and internal teams: combining strong relationship-building skills with hands-on execution, leading implementations, driving adoption, and ensuring we deliver real, measurable value.   About the Customer Success Team At Emi we are focused on solving real problems for our clients and for our candidates, which is why we are a customer-focused company. Our customer success team is responsible of leading the relationship with our clients and ensuring they obtain the best results from our projects together. Our team is composed of people with strong client relationship skills who are also extremely data-driven and capable of pivoting between multiple internal teams in terms of implementation, sales, product, and tech in order to drive results.   About Us At Emi Labs (YC '19) we are on a mission to increase frontline workers' access to professional opportunities by building the infrastructure for Frontline Workers (check our manifesto online). As our first step, we are transforming the high-volume recruiting process of Frontline Workers to make it as simple, human, and fair as possible for both Candidates and Recruiters. Our product is a SaaS recruitment platform powered by AI that helps companies engage with candidates via text to drive faster and more efficient hiring processes. We are growing fast, well funded, and obsessed with making our mission a reality.   Responsibilities

Build and manage strong relationships with both senior stakeholders (e.g., CHROs, VPs) and end users, acting as a trusted partner while ensuring users feel heard, supported, and engaged.

Lead discovery and deeply understand client needs, translating user feedback and business context into actionable insights, clear scope, and measurable business impact.

Own end-to-end project execution: define and manage implementation plans, timelines, and priorities; coordinate cross-functional teams; and ensure high-quality delivery from kickoff to go-live.

Act as the voice of the customer internally, collaborating closely with Product and Tech, challenging assumptions when needed, and ensuring solutions align with real user needs.

Drive adoption, value, and growth by leading trainings, handling objections, communicating progress and ROI (MBRs/QBRs), and identifying opportunities to expand impact within the account.

What we're looking for in Candidates

Located in Sao Pablo, Brazil

Fluent Portuguese and Spanish, native is a plus

+3 years of experience in enterprise account management (e.g., Customer Success, Account Management, Business Development, or Consulting), combined with project management or technical implementation experience (e.g., TPM, Solutions, Implementation, Consulting).

Strong ability to translate business needs into structured, technical solutions

Excellent organizational and time management skills — ability to manage multiple projects simultaneously

High attention to detail and strong documentation skills

Strategic and analytical mentality

Executive presence and communication abilities

Strong leadership skills

Experience working with cross-functional teams (e.g. Sales, Product, Tech, Marketing, Services)

Fluent English Speaker is a plus

What we offer

🧑🏽‍💻 Flexible work culture with a hybrid model. We work towards goals, with an expectation to be in the office 2–3 times per week.

📈 Stock Options: Stock Options Package as part of your compensation package.

🏖️ Vacations: 3-weeks of vacation

🧑‍🎄 Holiday season: Week off between Christmas and New Years' eve

🩺 Health coverage: Up to $1500 per year for local health insurance coverage

💆 Physical Wellness program: we have partnered up with Gympass, a wellbeing platform that offers the best coverage of top gyms, studios, and activities for you to choose from

🇺🇸 English Lessons: Improve your English skills with our in-company teachers

📚 Internal library: Get all the free books - digital, physical - you like, anytime

🎁 Birthday Gift: Celebrate your special day with a Bigbox experience on us