Customer Success Global Manager

MISSION STATEMENT

Empower every market to deliver exceptional customer experiences by aligning local

Customer Success teams with global standards tools and insights. Through collaboration

data-driven decision-making and continuous improvement ensure clients clearly perceive

BUSUPs valuedriving retention growth and operational excellence.

KEY RESPONSIBILITIES

1. Global Strategy & Framework

Define scale and continuously improve the Global Customer Success

Framework integrating strategy execution and measurement across all markets.

Establish a unified vision of Customer Success that aligns with BUSUPs strategic

goals and operational excellence.

Create global standards for onboarding lifecycle management contract renewal

upsell bridge and clients.

2. Performance KPIs & Data

Oversee the creation and governance of global dashboards and performance

metrics (NPS churn LTV SLA compliance upsells).

Ensure 100% adoption of standardized KPIs dashboards and client playbooks

across markets.

Monitor performance versus global targets (churn reduction LTV growth SLA 95%

etc.) and report to the Executive Committee.

3. Market Empowerment & Collaboration

Lead guide and empower Market CS Managers and Executives to operate

autonomously under global guidelines.

Foster a strong cross-market collaboration culture sharing best practices and

replicating success stories.

Maintain constant contact with managers and CSEs to understand the support needs

of the global teams and act as the bridge for them.

Facilitate monthly Market Business Reviews (MBRs) to showcase client value

delivery and strategic impact.

Regularly client visits to present a more global overview of Busup and to understand

on first hand customer satisfaction levels

4. Voice of the Customer & Cross-Functional Leadership

Act as the global voice of the customer ensuring client insights inform Product

Operations and Revenue strategies.

Collaborate closely with Product and Operations teams to improve service quality

and client satisfaction.

Seek opportunities with clients for joint actions that generate buzz in the media

and/or social networks.

5. Organizational Enablement & Continuous Improvement

Ensure that new client implementations (onboardings) are carried out within the

defined handover (complete and effective transfer of information from Sales and

Operations to CSall information must be in HubSpot before operations begin)

Promote global training CS team onboarding and capability-building initiatives to

elevate CS excellence.

Define and scale Customer Success processes and tool integrations (HubSpot Jira

Zendesk BI platforms).

Support BUSUPs innovation and sustainability reporting through data-driven

insights.

KPIs & TARGETS 2026

Global churn rate X% vs. 2025

Client Lifetime Value (LTV) X%

Average NPS improvement X points

100% of markets using standardized CS dashboards and materials

Quarterly MBRs conducted in 100% of markets

PROFILE & QUALIFICATIONS

10 years of experience in Customer Success Operations or Client Experience

leadership (preferably in global or SaaS environments).

Proven experience scaling international Customer Success teams and frameworks.

Strong analytical mindset with experience in data-driven & KPI strategy governance.

Excellent leadership communication and cross-cultural collaboration skills.

Experience with HubSpot Jira Zendesk and BI tools.

Fluent in English and Portuguese (Spanish is a plus).

IMPACT

Markets deliver a unified high-quality client experience that strengthens satisfaction

retention and revenue growth. Clients recognize BUSUPs operational excellence and

long-term value while internal teams gain visibility efficiency and collaboration through

standardized tools processes and data.