Customer Sucess Sênior

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Sênior based in Brazil.** This is an opportunity for an experienced Customer Success professional to take ownership of customer relationships and drive long-term satisfaction, retention, and growth. You will work closely with customers to understand their needs, identify potential risks, and turn challenges into opportunities for stronger partnerships. The role combines strategic customer engagement with hands-on problem solving, including opportunities to drive cross-sell and up-sell initiatives. You will also use customer feedback and success metrics to identify improvements and influence product and service strategies. Working collaboratively with sales, marketing, product, and other internal teams, you will help create a consistent and valuable customer experience. This is a dynamic environment for someone who enjoys building relationships, solving problems, and generating measurable customer outcomes. ### Accountabilities: - Build and strengthen long-term relationships with customers, proactively supporting retention, loyalty, engagement, and reduced churn. - Develop and execute customer experience strategies, policies, and initiatives designed to improve satisfaction and strengthen the overall customer journey. - Identify customer pain points and dissatisfaction through proactive communication, coordinating with the appropriate internal teams to resolve issues effectively. - Identify opportunities to increase customer adoption and value through cross-sell and up-sell strategies aligned with customer needs. - Provide responsive support for customer questions, challenges, and technical issues, ensuring timely and effective resolution. - Collect, organize, and communicate customer feedback regarding products, services, support, and overall experience to help internal teams improve the offering. - Monitor and analyze key Customer Success indicators, including adoption, NPS, churn, satisfaction, and engagement, identifying improvement opportunities and potential risks. - Collaborate closely with sales, marketing, product, and other relevant teams to share customer insights and align strategies around customer needs and business objectives. ### Requirements - Completed undergraduate degree. - Previous professional experience in a Customer Success role or a closely related customer-facing position. - Practical knowledge of Customer Success strategies focused on customer retention, engagement, satisfaction, and growth. - Experience with up-sell and cross-sell strategies and the ability to identify commercial opportunities based on customer needs. - Familiarity with CRM platforms and customer relationship management workflows. - Strong communication and interpersonal skills, with the ability to establish trusted relationships with customers. - Analytical mindset and ability to interpret customer metrics and feedback to identify risks and opportunities. - Proactive, organized, and solution-oriented approach to customer challenges. - Ability to collaborate effectively with sales, marketing, product, and other cross-functional teams. - Availability to work on-site three days per week in São Paulo, SP. ### Benefits - Meal and food allowance with flexible use through the Swile card. - National Unimed health plan or health incentive. - Home office support, including work equipment provided by the company and a financial benefit. - Childcare assistance. - In-company English language program. - Education benefits, including access to learning platforms, financial support, and certification incentives. - TotalPass access to gyms and wellness programs. - Mental health support, including psychological assistance and access to the Vittude platform. - Swile Shop discounts on selected products and services. - Birthday day off. - SESC partnership, providing access to cultural, sports, leisure, health, and education benefits. - Flexible benefits that allow employees to choose options aligned with their individual needs.