Customer Success Manager
- SC, BR
- Sales & CS
At Billor, we are building the largest truck ecosystem in the US through a verticalized and integrated business platform with Fintech, Technology and Freight Management to a highly fragmented market, with our mission centered around the driver's success.
If you are passionate about Customer Success and want to help us build a CS area and make a difference in the daily lives of our customers, join us!
Responsibilities:
Contribute to the definition and implementation of the area's strategy and planning with a focus mainly on structuring, monitoring and reviewing expansion processes and flows, as well as team routines.
Develop and implement effective churn reversal strategies to maximize customer satisfaction and retention.
Ensure continuous improvements in processes and the business, looking at KPIs from a business perspective.
Support the scalable growth strategy in the Customer Success area (engagement, monetization and retention).
Manage the area's budget holistically between systems, processes and people to optimize resources, with gains in operational efficiency.
Monitor and intervene in the area's indicators, thinking about optimizing processes and ensuring a good customer experience.
Reduction and management of our churn, by monitoring the area's indicators, ensuring the good performance of the team and reporting operational performance to the company.
Work in partnership with the commercial and product team and other customer-related areas, bringing insights with the aim of improving the customer experience, thus promoting improvements to the platform and customer relationships.
Monitoring action plans for clients' financial results.
Requirements:
Fluent in English and Portuguese.
Previous experience leading Customer Success teams.
Experience in monitoring microfranchises or small clients (b2B).
Strong understanding of customer success metrics and ability to translate data into actionable insights.
Ability to manage customer relationships and resolve issues.
Ability to analyze data and use metrics like CSAT and NPS.
Attention:
- Work in Brazil
- Work in Brazil: In-person mode at our headquarters in Joinville/SC
- Legal Entity Contract