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About the role
Key responsibilities & impact- Identify opportunities for upselling, cross-selling, and expanding product usage, proposing and executing strategies to increase recurring revenue and customer retention.
- Lead executive business reviews and results presentations, developing success plans aligned with customers’ business objectives.
- Track all ongoing initiatives and projects across the customer portfolio, ensuring that prerequisites, dependencies, and deliverables are mapped and fulfilled.
- Serve as the focal point between customers and internal teams (Product, Engineering, Implementation, Support, and Operations), monitoring execution risks, delays, and impacts.
- Build and track customer success metrics, assessing the impact of initiatives through KPIs and quantitative and qualitative analyses.
- Identify successful initiatives and develop replication plans for other customers in the portfolio.
- Review, document, and optimize Customer Success and Implementation processes by creating and enhancing playbooks, frameworks, and operating routines.
- Identify bottlenecks and automation opportunities, implementing best practices to improve predictability, operational efficiency, and value creation.
- Monitor and own portfolio-level revenue growth and retention metrics, product adoption, schedule adherence, operational bottleneck reduction, and the ongoing development of CS playbooks and processes.
Requirements
What you’ll need- Experience in Customer Success, Account Management, Consulting, or related fields, including management of multidisciplinary projects.
- Strong analytical skills, proficiency in business metrics, and the ability to turn data into actionable recommendations.
- Experience creating executive presentations and leading customer meetings.
- Excellent verbal and written communication skills; proactive, organized, and focused on revenue expansion.
- Experience in SaaS, technology, fintech, telecommunications, or healthcare is a plus.
- Knowledge of CRM systems, Customer Success platforms, and BI tools is a plus.
- Experience with continuous improvement methodologies and process management is a plus.
- Knowledge of digital customer journeys, conversational channels (WhatsApp), digital payments, or customer service automation is a plus.
Benefits
Comp & perks- Bradesco National Network Health Plan — extended to dependents with no per-beneficiary deduction
- Bradesco Dental Plan — optional
- Flexible meal and food allowance (VR/VA) — maintained during vacation
- Profit-sharing plan
- Wellhub
- Birthday day off
- Home office allowance
- Transportation allowance, as needed — statutory payroll deduction applies
- Zurich Life Insurance
- Free access to all our products — AppsClub, Clube de Descontos, Truecaller, BTFit, and Busuu
- Access to internal training through digital platforms
- Internal employee recognition program — Beinspired