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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing strategic client portfolios, optimizing customer journeys, and utilizing SaaS metrics to enhance customer satisfaction and retention. Proven ability to build relationships, lead customer success initiatives, and analyze data for growth opportunities.
Highest-signal resume keywords
Customer Success ManagementSaaS Metrics AnalysisCustomer Journey MappingStakeholder Relationship BuildingData Analysis
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 ExperienceChurn ReductionHealth Score AnalysisSQLExcel
Soft Skills
Excellent CommunicationOrganizational SkillsProblem SolvingProactive ApproachTeam Collaboration
Tools & Technologies
SenseData Platform
Industry Keywords
TechnologySaaSCustomer SuccessAccount ManagementSupply Chain
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Manage a portfolio of strategic, high-complexity clients
- Study and monitor the Health Score of portfolio clients, investigating contributing factors and generating actions to improve customer satisfaction and health
- Conduct recurring and periodic meetings with the client portfolio in line with journey-related tasks
- Identify pain points and improvement opportunities with clients, and propose solutions or products with the relevant teams, directing and monitoring requests
- Support the design and mapping of the customer journey, persona identification and definition, and the development of playbooks and team processes
- Analyze advanced data to identify usage patterns and growth opportunities
- Identify churn signals and report them to the responsible team, supporting success plans and retention strategies
- Build strategic relationships with client stakeholders
- Act as a business consultant, ensuring that clients maximize the value of the solution
Requirements
What you’ll need- Experience in customer-facing roles such as CSM, Consultant, or similar positions at technology/SaaS companies, including Customer Experience, Customer Success, Support, Onboarding, Post-Sales, or Account Management
- Experience managing a portfolio of mid-market or enterprise clients
- Strong understanding of CS and SaaS metrics, including NPS, churn, expansion, adoption, Health Score, and others
- Excellent verbal and written communication skills
- Experience leading CS activities such as success plans, workshops, training sessions, and follow-up cadences
- Experience mapping customer journeys and implementing or optimizing customer processes
- Experience working collaboratively with Product, Support, Data, and Sales teams
- Ability to work effectively as part of a team and collaborate in a multidisciplinary environment
- Strong organizational and time-management skills
- Proactive approach to identifying and solving problems
- Passion for customer relationships and service excellence
- Experience with negotiations and difficult conversations
- Availability to travel and visit clients
- Intermediate proficiency in Excel
- Autonomy to manage work demands and oversee your own client portfolio
- Strong organizational and time-management skills to handle multiple demands
- A plus: knowledge of the Supply Chain business and related tools
- A plus: track record of reducing churn, expanding accounts, and improving health metrics
- A plus: knowledge of the SenseData platform
- A plus: knowledge of SQL
Benefits
Comp & perks- Remote or hybrid opportunities, available exclusively to individuals residing in Brazil
- Flexible working hours
- Health insurance, extendable to legal dependents
- Dental insurance, extendable to legal dependents
- Life insurance, extendable to legal dependents
- Medication assistance for sons and daughters
- Transportation allowance or parking assistance for employees living in cities with offices
- Flexible meal and food allowance
- Wellhub (formerly Gympass)
- TotalPass
- Birthday month day off, taken on a day of the employee’s choice
- NeoBaby parental support program
- Unico Skill, an educational solution for external training and development
- Childcare assistance, in accordance with the applicable policy
- Extended parental leave: six months for mothers and 30 days for fathers
- Referral program, bonuses, and much more