Head of Customer Success

Atlas Governance

. Lead the entire post-sales customer adoption and retention journey across Brazil, Latin America, and the United States .

Posted 11/12/2026full-timeRemote • BrazilLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading B2B SaaS Customer Success initiatives, focusing on customer adoption, retention, and team development across diverse markets. Proficient in implementing data-driven strategies and methodologies to enhance customer engagement and satisfaction.

Highest-signal resume keywords

B2B SaaS Customer Success ExperienceTeam Leadership and DevelopmentOnboarding and Implementation ManagementSaaS Metrics and Data-Driven ManagementFluent in Portuguese and Advanced Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdoptionRetention StrategiesImplementation MethodologyHealth Score ManagementKPI Definition and MonitoringProcess Building and ScalingCustomer Feedback IntegrationChurn Risk AnticipationDigital Journey OversightAutomation in Customer Success

Soft Skills

LeadershipCommunicationProblem-SolvingAdaptabilityCollaboration

Tools & Technologies

CRM SystemsProduct AnalyticsDashboardsAI AgentsAutomation Tools

Industry Keywords

Customer SuccessOnboardingGovernance EnablementEnterprise AccountsMid-Market EngagementsHigh-Touch ModelsHybrid ModelsDigital/Tech-Touch ModelsLatin America MarketUnited States Market

About the role

Key responsibilities & impact

Lead the entire post-sales customer adoption and retention journey across Brazil, Latin America, and the United States
Lead, develop, and retain the Onboarding, Ongoing, Governance Enablement, and Digital CS teams
Set individual goals, assign customer portfolios, and lead management routines
Hire for open positions and structure internal onboarding and development tracks
Ensure implementations are delivered on time, with high-quality kickoffs and go-lives
Standardize the implementation methodology for Brazil, Latin America, and the United States
Own customer adoption, Health Score, and retention across the customer base in partnership with Renewals
Ensure EBRs and success plans are in place for Enterprise accounts
Anticipate churn risks and coordinate recovery plans
Structure training, content, best practices, and Governance Enablement events
Oversee the Digital Journey for hybrid and long-tail segments, including triggers, automations, and playbooks
Adapt the Customer Success journey to the realities of Latin America and the United States
Support expansion in the United States and establish service operations for the first customers
Define and monitor team KPIs, reporting to the VP of CSCX
Drive the adoption of AI agents and automation across Customer Success workflows
Bring customer feedback to Product and influence the roadmap

Requirements

What you’ll need

Experience in B2B SaaS Customer Success, with experience leading CS teams, including leading managers or multidisciplinary teams
Proven experience leading Onboarding/Implementation and Ongoing engagements for mid-market and Enterprise customers
Experience with segmented CS models: high-touch, hybrid, and digital/tech-touch
Track record of improving retention, GRR/NRR, adoption, and Health Score
Experience working with customers in Latin America and/or the United States
Strong command of SaaS metrics and data-driven management, including CRM, product analytics, and dashboards
Native or fluent Portuguese, with advanced Spanish and English
Hands-on profile, with the ability to build processes from the ground up and scale them

Benefits

Comp & perks

Health insurance allowance
Home office allowance
Meal allowance
Spanish lessons
Birthday leave for the employee and their children