Customer Success Team Manager | B2C

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 :

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.

Additional Information :

• 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;

Remote Work :

Yes

Employment Type :

Full-time