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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 journeys, and driving customer value through effective onboarding and retention strategies. Proficient in utilizing CRM tools and analytics to enhance customer experiences and outcomes.
Highest-signal resume keywords
Customer Success ManagementSaaS Subscription Model ExperienceSalesforce CRM ProficiencyTeam Leadership and DevelopmentFluent in English and Portuguese
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 ScoringPerformance Improvement PlansData Analysis and ReportingOnboarding Process OptimizationChurn Prevention StrategiesCustomer Value DeliveryConsultative SellingFinancial and Operational UnderstandingOKR ManagementCustomer Advocacy Development
Soft Skills
Strong Communication SkillsTime ManagementCollaboration and TeamworkCritical ThinkingMotivational Leadership
Tools & Technologies
SalesforceGmailGoogle DocsMS OfficeWeb Browsers
Industry Keywords
Customer SuccessIT SecuritySaaSCustomer ExperienceCustomer Lifecycle Management
About the role
Key responsibilities & impact- Manage and develop high-performing Customer Success teams and oversee daily, weekly, monthly and quarterly production
- Monitor statistics, reports and dashboards, identify improvement areas and create corrective action plans
- Ensure teams deliver customer value, results, outcomes and exceptional customer experiences
- Ensure consistent adherence to prescribed customer journeys and engagement models
- Optimize the post-sale customer lifecycle
- Manage customer health scoring, course-correct unhealthy customers and prevent churn
- Develop and execute Customer Success playbooks
- Reduce time to value by onboarding customers within 60 days
- Increase customer lifetime value through adoption, retention, satisfaction and upselling
- Conduct business reviews and report Customer Success outcomes and metrics to senior leadership
- Develop customer advocates and serve as a trusted advisor to executive-level customers
- Act as an executive escalation point for customer issues
- Assist with churn-prevention negotiations and enforce company pricing strategies
- Own team pipeline, forecasts, OKRs, onboarding targets and sales bookings targets
- Maintain accurate CRM opportunity administration and promote referrals
- Plan and manage Customer Success Department growth and organizational capacity
- Develop performance improvement plans for underperforming CSMs
- Foster continuous learning, cross-functional collaboration and customer success advocacy
- 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 such as Chrome and Internet Explorer
- Minimum 1 year 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 another CRM
- Experience delivering customer value, outcomes and results aligned with customer objectives
- Experience delivering exceptional customer experiences
- Basic understanding of financial and operational levers in a SaaS recurring revenue business model
- Consultative approach with demonstrated ability to drive value, results and outcomes aligned with customer objectives
- Demonstrated ability to drive exceptional customer experiences
- Analytics and process-oriented mindset
- Strong verbal and written communication skills
- Excellent time management, prioritization and organization skills
- Superior customer service skills
- Strong collaboration and teamwork skills
- Ability to build rapport with customers via phone, email and video conferencing
- Strong critical thinking skills
- 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 the São Paulo office located in Vila Olímpia
- 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