As a Customer Success Team Manager, your main responsibilities will be:

Build, develop, and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency, and results orientation.
Lead onboarding, adoption (farming), and retention teams, ensuring goal achievement and the execution of performance and follow-up rituals.
Guide the team in priority management, workload balancing, and challenge resolution, ensuring focus on high-impact activities.
Implement and adapt global strategies, processes, and guidelines to the local/regional context, identifying opportunities for efficiency and continuous improvement.
Define, monitor, and report strategic KPIs (MRR, churn, NRR, activation, onboarding), being accountable for Customer Success results.
Generate insights from data and translate them into action plans and business cases to prioritize initiatives and investments.
Ensure high product adoption and churn reduction through data-driven strategies, feedback analysis, and root-cause analysis.
Work cross-functionally with Product, Marketing, Sales, and Operations to continuously improve the customer experience.
Maintain an up-to-date view of the product, market, and industry trends, supporting strategic decisions and team development.

Qualifications

Previous experience leading Customer Success leaders, including onboarding, retention, and expansion, with people management experience in SaaS companies.
Advanced English (able to communicate with global teams and international stakeholders).
Strong strategic mindset combined with high execution capability.
Excellent communication, influence, and stakeholder management skills (internal and external).
Experience with CRM and CS tools such as HubSpot or similar.
Strong analytical skills, with data-driven decision-making.
Direct accountability for business results and targets.

Nice to have

Working hours: Monday to Friday, from 9 a.m. to 6 p.m.
Work model: Hybrid, with 2 days per week in the office for those who live in the Curitiba area. Outside this region, the role is 100% remote anywhere in Brazil.

Nossos benefícios

We have compensatory time off (Banco de Horas);
Food/Market Voucher with iFood card;
Medical, Dental, and Group Life Insurance;
Pet Plan;
StarBem, for mental health and well-being;
iFeel app, for emotional comfort;
Gympass for you and up to 3 people!
Creditas: Payroll loan services, eligible after 6 months of employment;
Stock Options - eligible after 6 months of employment (5 years grace period)
Birthday Day Off;
Daycare Assistance;
Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services;
Referral Program offers up to R$600 per person who stays with us for more than 6 months;
Leave of Absence/Time-off: in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got married? 7 days of rest! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;

Customer Success Team Manager | B2C

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