Team Leader Costumer Success

Are you ready to lead a passionate team in driving measurable customer success and revenue growth

At edrone were looking for a Customer Success Team Leader who will ensure our customers not only stay with us but grow with us. In this role you will lead initiatives to deliver tangible value at every stage of the customer journey accelerate the adoption of new functionalities and actively identify opportunities for upselling cross-selling and expanding client accounts all while keeping churn to a minimum.

If you excel at building strong long-term partnerships have experience in multi-channel communication and thrive in a fast-paced environment where priorities can shift quickly this is the role for you. Youll inspire your team to consistently exceed expectations leverage best practices to boost customer impact and collaborate across departments to maximize account potential increase subscription levels and deliver exceptional service that drives retention expansion and advocacy.

Our product:

We are an AI-based e-CRM dedicated to e-Commerce companies to comprehensively support their operations and build relationships with their customers. We believe that the future belongs to technology companies not commerce companies. We continuously deliver breakthrough technologies used by giants to companies of all sizes.

We provide advanced Marketing Automation solutions based on our algorithms that are easy to install (PlugnPlay). Our goal is to help you understand customer behavior (Customer Intelligence) and engage them (Marketing Automation) with a comprehensive e-commerce marketing cloud.

Sounds interesting Keep reading!

What we can offer you:

• Joining a fantastic team full of passion for building customer relationships and tools to support your development in this field
• Work with large eCommerce companies from Brazil
• Flat organizational structure high decision-making and real impact on how the company you work for looks like - your opinion is important to us!
• Working in our office in So Jos dos Campos-SP in a hybrid work model
  

Benefits:

• Health & dental insurance
• TotalPass
• Food & transportation voucher
• Free English lessons
• Therapy sessions (Telavita)
• SESC full credential
• A dynamic innovative environment
• Performance-based commission
• Hybrid work model So Jos dos Campos office (2 times per week)
• Salary range (R$4.800 - R$6.800)

What your typical day will look like:

• Leading and motivating a Customer Success team (49 members) to deliver exceptional service and measurable value to clients.
• Identifying opportunities for upselling cross-selling account expansion and increasing customer subscription levels.
• Proactively working on churn prevention and preventing subscription downgrades through early risk detection and targeted actions.
• Ensuring above-average feature adoption and impact rates among edrone BR customers.
• Maintaining high MRR and positive NDR while continuously optimizing team processes.
• Collecting and acting on customer feedback to improve satisfaction and retention.
• Coordinating with product and IT teams on issue resolution new feature testing and smooth product rollouts.
• Building strong relationships with leaders in Poland and Brazil and implementing best practices from the global customer success community.

This role will be perfect for you if:

• English language proficiency at minimum B2 level (spoken and written)
• You have experience and enjoy working with customers and building relationships with them is your second nature
• Youre not afraid of new challenges and your energy and proactive attitude make no task scary for you!
• Theres a lot going on in our company so if you work well under time pressure while remaining calm and efficient well definitely get along!
• You are able to act independently and are not afraid to take responsibility for your actions - ownership is the key to success for us!
• Continuous development and qualification are an integral part of your life - we want you to be able to grow with us every day!
• Your strengths include knowledge of marketing basics or an interest in eCommerce and the world of trends and innovation is a natural fit for you
  
  

We additionally appreciate if:

• You have previous experience in eCommerce or marketing - if you dont have it nothing lost!
• Previous experience in Customer Care area as Team Leader or Senior position
• You have previous experience with B2B customers

What the recruitment process looks like:

1. Filling out the recruitment form and attaching your resume
2. A short online interview with People and Culture - Giovanna during which we will want to get to know you a little better!
3. Online interview with our CCO Wioleta Jednaka
4. Recruitment task related to the Customer Success area you will be managing showcasing your approach to client growth upselling churn prevention and team leadership.
5. Decision on the offer and welcome on board!

Regardless of the decision after each stage you will always get feedback on your candidacy.