Customer Success Leader – Expansion
ASAAS
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
About the role
- Support the Customer Success team in coordinating between clients and other company areas, facilitating the resolution of issues related to customer experience and success;
- Define and regularly monitor the team's OKRs;
- Promote the team's development in hard and soft skills through feedback, 1:1s, participation in performance review cycles, and other people management actions;
- Manage offboarding processes when necessary;
- Ensure the team's alignment with the company values and culture;
- Ensure the effectiveness and efficiency of the team's operational activities;
- Create, maintain, and optimize operational metrics, monitoring and presenting results;
- Ensure the achievement of departmental targets;
- Participate in strategic alignments with other teams;
- Actively participate in the creation and execution of projects;
- Support the CS team in relationships with other areas, contributing to routing and resolving customer requests;
- Prioritize requests in high-complexity contexts, reconciling differing opinions and profiles with active listening and a solution-focused approach;
- Collaborate in creating, maintaining, and continuously improving operational processes.
Requirements
- Bachelor's degree preferred in Business Administration, Financial Management, Economics, Accounting, or related fields;
- Experience in Client Relations, Customer Service, or Customer Success;
- Previous experience in financial institutions, fintechs, or financial management;
- Experience in environments with revenue targets, operational metrics, and performance indicators.
Benefits
- Medical and dental insurance with no co-pay
- Life insurance
- Medication allowance
- Fitness allowance
- Partnership with Neon to support the team's financial wellbeing
- Zenklub for mental and physical health (4 free monthly sessions with a therapist or nutritionist)
- Quick massages at headquarters
- Flexible meal allowance via a credit card
- Free meals at headquarters
- Childcare assistance
- Parental support program
- Extended maternity and paternity leave
- In-company training platform
- Education assistance covering 70% of tuition for degrees and language programs, courses, and books
- Home office allowance
- Work equipment provided
- Furniture allowance
- Partnership with WOBA for coworking access across Brazil
- Day off during your birthday month
- Happy hour allowance
- Employee referral bonus
- Bonus based on annual targets
- Stock options plan
- Casual work environment, no dress code
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational metricsperformance indicatorsOKRspeople managementcustomer experienceproject executionfinancial managementclient relationscustomer service
Soft skills
active listeningsolution-focused approachcollaborationfeedbackteam developmentcommunicationproblem-solvingprioritizationinterpersonal skills
Certifications
Bachelor's degree