Líder de Customer Success in Brazil, Indiana at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Líder de Customer Success based in Brazil.

This role offers the opportunity to lead customer success strategies and develop high-performing teams within a fast-paced technology environment.
You will be responsible for strengthening customer relationships, improving operational processes, and driving retention and expansion outcomes.
The position combines people leadership, data-driven decision-making, and strategic collaboration across multiple areas.
You will help shape customer journeys, optimize team performance, and create scalable success practices.
The ideal candidate is passionate about customer experience, team development, and innovation in SaaS or technology-driven businesses.
This is an opportunity to make a direct impact by building strong customer relationships and fostering a culture of continuous improvement.

The Customer Success Leader will be responsible for leading the Customer Success structure, developing teams, improving customer experience strategies, and ensuring operational excellence through data, processes, and collaboration.

• Lead a Customer Success team composed mainly of Mid Touch and Low Touch Customer Success Managers.
• Support the team in connecting customer needs with internal areas, facilitating issue resolution and improving the overall customer experience.
• Define, monitor, and manage team OKRs, ensuring alignment with strategic objectives.
• Develop team members through feedback sessions, one-on-ones, performance reviews, and career development initiatives.
• Create, maintain, and optimize operational metrics, dashboards, and performance indicators to support data-driven decisions.
• Participate in strategic alignment meetings with other teams and contribute to cross-functional initiatives.
• Lead and support the creation and execution of Customer Success projects.
• Prioritize complex demands by balancing different perspectives, applying active listening, and focusing on effective solutions.
• Improve operational processes, customer journeys, playbooks, and service models through continuous optimization.
• Promote a culture focused on feedback, career growth, diversity, inclusion, and team excellence.

The ideal candidate should have strong leadership experience in Customer Success, Customer Experience, or Customer Operations, with proven ability to manage teams, metrics, and customer outcomes in technology environments.

• Bachelor’s degree preferably in Business Administration, Finance, Economics, Accounting, or related areas.
• Solid experience leading Customer Success, Customer Experience, or Customer Operations teams within SaaS or technology companies.
• Proven experience managing customer retention and revenue expansion goals.
• Strong analytical skills with experience using data, dashboards, and evidence-based decision-making.
• Previous experience in financial institutions, fintechs, payment solutions, or financial management environments.
• Experience working with revenue goals, operational indicators, and performance metrics.
• Strong people management skills, including coaching, feedback, and team development.
• Excellent communication skills and ability to collaborate with multiple stakeholders.

Nice-to-have qualifications:

• Certifications in Customer Success, agile methodologies, project management, or leadership.
• Experience in fintechs and payment solutions.
• Experience designing or improving customer journeys, playbooks, CS processes, and service models.
• Knowledge of data analysis tools and process automation solutions.

• Remote work flexibility.
• Full-time CLT employment model.
• Commission-based compensation opportunities.
• Annual performance-based bonus.
• Health and dental insurance with no copayment.
• Life insurance.
• Support for medication expenses and physical activity programs.
• Access to wellness initiatives, including therapy and nutrition sessions.
• Flexible food allowance through a benefits card.
• Childcare assistance and parental support programs.
• Extended maternity and paternity leave.
• Education support covering part of graduation, language courses, books, and professional training.
• Home office allowance, work equipment, and furniture support.
• Access to coworking spaces through partner programs.
• Birthday day off.
• Happy hour allowance.
• Employee referral bonus.
• Stock options program.
• Inclusive and flexible work environment.