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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing B2B and Enterprise client relationships, focusing on customer success metrics such as NPS, churn, and retention. Proficient in data-driven decision-making and strategic planning to drive revenue expansion and operational maturity.
Highest-signal resume keywords
Customer Success ManagementB2B Client Relationship ManagementRetention and Revenue ExpansionData Analysis and KPI TrackingConsultative Skills and Executive Communication
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 Success MetricsChurn ManagementPortfolio ManagementKPI DevelopmentStrategic PlanningData InterpretationConsultative UpsellingOnboarding ManagementImplementation ManagementTechnical Enablement
Soft Skills
Analytical MindsetOrganizational SkillsProblem-Solving SkillsCommunication SkillsRelationship Management
Tools & Technologies
CRM SoftwareBusiness Intelligence ToolsAnalytics PlatformsAutomation ToolsDigital Platforms
Certifications & Qualifications
Customer Success CertificationAccount Management Certification
Industry Keywords
B2BEnterprise AccountsSaaSFintechTravel TechCustomer Journey ManagementRecurring RevenueStrategic Stakeholder ManagementOperational MaturityGrowth Opportunities
About the role
Key responsibilities & impact- Manage a strategic portfolio of B2B and Enterprise clients, developing consultative relationships with strategic stakeholders and executives.
- Lead the customer journey, ensuring excellence in onboarding, adoption, engagement, retention, and expanded platform usage.
- Monitor NPS, churn, health score, retention, adoption, expansion, engagement, and revenue, identifying risks and growth opportunities.
- Develop strategic plans for account retention, expansion, and growth.
- Conduct performance analyses, executive meetings, and data-driven strategic presentations.
- Deliver training, configuration, technical enablement, and consultative initiatives to increase operational maturity and maximize ROI.
- Serve as the primary strategic point of contact for customers within the organization.
- Partner with Sales, Implementation, Product, Operations, and Technology teams.
- Mitigate churn, manage crises, resolve complex issues, and strengthen strategic relationships.
- Identify opportunities for upselling, cross-selling, revenue expansion, and activation of new products, contributing to GMV growth and recurring revenue.
- Use CRM, automation, BI, analytics, and Artificial Intelligence for portfolio management and data-driven decision-making.
- Support the evolution of Customer Success processes, playbooks, and best practices, contributing to scalability and continuous improvement.
Requirements
What you’ll need- Solid experience in Customer Success, Account Management, Post-Sales, or Customer Relations.
- Experience managing strategic B2B and Enterprise clients.
- Experience with retention, revenue expansion, churn management, and sustainable portfolio growth.
- Strong consultative skills, executive relationship management, and strategic stakeholder management capabilities.
- Knowledge of Customer Success metrics and KPIs, including NPS, churn, retention, health score, adoption, expansion, LTV, and recurring revenue.
- Analytical ability to interpret data, develop strategies, and make KPI-driven decisions.
- Experience with CRM, portfolio management, pipeline management, and KPI tracking.
- Excellent verbal and written communication skills, including leading executive meetings and strategic presentations.
- Strategic, analytical, organized, and problem-solving mindset.
- Comfortable working with technology, digital platforms, and highly scalable environments.
- Bachelor’s degree in Business Administration, Commercial Management, Marketing, Communications, Technology, Tourism, or a related field.
- Nice-to-have qualifications, but not required: experience in technology, SaaS, travel tech, fintech, or highly scalable environments; Enterprise accounts or large portfolios; consultative upselling and cross-selling; onboarding, implementation, or customer journey management; AI, automation, BI, analytics, or digital solutions; certifications in Customer Success, account management, or consultative methodologies; intermediate or advanced English or Spanish.
Benefits
Comp & perks- Hybrid work model – 3 days in the office and 2 days working from home
- Meal voucher on a flexible card — BRL 44 (with no 6% payroll deduction)
- Transportation voucher on a flexible card (with no 6% payroll deduction)
- Bradesco Health Insurance — no co-pay and no monthly premium for Onflyers (covered by us 😄)
- Dental Plan (employee contribution toward the monthly premium)
- Pharmacy discount
- Online psychotherapy — Vittude
- Gympass and TotalPass
- 90% language-learning scholarship
- Discounts on undergraduate and graduate programs (UAM and USJT)
- Grupo Zelo funeral assistance
- Extended maternity and paternity leave
- BRL 200 voucher for Onhappy — our leisure travel platform
- Life insurance