Customer Success Team Manager (Liderança)

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

• Experience in global organizational structures.
• Background in scaling and transforming Customer Success teams.
• Previous experience with marketplace products and high-volume B2C markets.

• 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. 

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;