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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Customer Success teams, optimizing customer engagement, and driving customer value within a SaaS subscription model. Proven ability to analyze performance metrics, implement corrective actions, and foster exceptional customer experiences.
Highest-signal resume keywords
Customer Success ManagementSaaS Subscription Model ExperienceSalesforce CRM ProficiencyTeam Leadership and DevelopmentCustomer Experience Optimization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health ScoringData AnalyticsPerformance Metrics ReportingOnboarding and Retention StrategiesOKR Development and ManagementFinancial and Operational UnderstandingConsultative SellingProcess ImprovementCustomer Journey MappingChurn Prevention Strategies
Soft Skills
Strong Verbal and Written CommunicationEmpathy for CustomersTime ManagementCollaboration and TeamworkCritical Thinking
Tools & Technologies
SalesforceGmailGoogle DocsMS OfficeWeb Browsers
Industry Keywords
IT Security FieldCustomer Success PlaybooksCustomer AdvocacyCustomer Lifetime ValueExecutive Escalation
About the role
Key responsibilities & impact- Manage and develop high-performing Customer Success teams and oversee daily, weekly, monthly, and quarterly production
- Monitor statistics, reporting, and dashboards; identify improvement areas and implement corrective action plans
- Ensure teams deliver customer value, results, outcomes, and exceptional customer experiences
- Ensure consistent adherence to the customer journey and engagement model
- Optimize the post-sale customer lifecycle
- Manage customer health scoring and develop plans to prevent churn
- Develop and execute Customer Success playbooks
- Drive onboarding within 60 days, customer adoption, retention, satisfaction, upselling, and customer lifetime value
- Conduct business reviews and report Customer Success outcomes and metrics to the VP Customer Success and EVP Global Customer Success
- Develop customer advocates and serve as a trusted advisor to executive-level customers
- Act as an executive escalation point and assist Customer Success Managers and Renewal Specialists
- Assist with customer negotiations, enforce pricing strategies, and manage pipeline and forecasts
- Develop and manage OKRs and meet onboarding and sales bookings targets
- Maintain accurate opportunity administration in the CRM and promote referrals
- Plan and manage Customer Success Department growth, expansion, and organizational capacity
- Communicate policies and procedures and manage performance improvement plans for underperforming CSMs
- Promote continuous learning, cross-functional collaboration, and Customer Success across the company
- Provide customer feedback to Product and Courseware Development teams
- Coordinate customer renewals with Renewal Specialists
- Provide recommendations regarding hiring, firing, promotion, and discipline of subordinate employees
Requirements
What you’ll need- Associate’s Degree or equivalent work experience and education preferred
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- 2+ years managing customers within a SaaS subscription model
- Previous management experience preferred
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Experience with Salesforce or other CRM
- Experience delivering customer value, outcomes and results that align with customer objectives
- Experience delivering exceptional customer experiences
- Strong empathy for customers and passion for driving growth
- Basic understanding of financial and operational levers in a SaaS recurring revenue business model
- Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
- Demonstrated ability to drive exceptional customer experiences
- Analytics, process-oriented mindset
- Strong verbal and written communications
- Excellent time management, prioritization and organization skills
- Superior customer service skills
- Strong collaborative and team work skills
- Ability to build rapport with customers via phone, email and video conferencing
- Strong critical thinking skills
- High energy with ability to inspire and motivate teams to exceed targets
- Ability to manage and build high performing teams
- Self-motivated with ability to work with minimal supervision
- Fluent in English and Portuguese
- Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia
- Resume must be submitted in English
- Applicant assessment and background check may be part of the hiring procedure
Benefits
Comp & perks- Company-wide bonuses based on monthly sales targets
- Employee referral bonuses
- Adoption assistance
- Tuition reimbursement
- Certification reimbursement
- Certification completion bonuses
- Modern, high-tech, and fun work environment