Senior Customer Success Operations
Asksuite
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Senior
Tech Stack
SQL
About the role
- Analyze CX area metrics and indicators to ensure operational efficiency and propose improvements, creating statistics and cause-and-effect correlations
- Manage projects and initiatives across departments with a high degree of autonomy, aligned with Asksuite's global objectives
- Prepare and present dashboards and reports to area leadership
- Ensure data and tool integration so the Customer Success team can perform their activities
- Work alongside the other CS Ops professional currently on the team
- Work with AI (Artificial Intelligence), guiding the team to effectively use tools and outputs that drive scalability
- Manage risks and opportunities by developing and tracking trend indicators (leading indicators)
- Set goals for CX teams to support continuous growth and improvement in line with company plans
- Determine the timing and content of customer touchpoints, focusing on optimizing adoption and retention
- Coordinate cross-functional processes that contribute to upsell, renewals, and delivering successful outcomes for our customers, including: collecting customer feedback for the Product team; aligning Support with Engineering to resolve frequent issues; providing Sales with customer alignment feedback; and helping Onboarding remove implementation bottlenecks
- Support team structure planning through analysis of the customer portfolio and tiers.
Requirements
- Practical experience in Customer Success at a SaaS company
- Experience building data lakes, SQL, and consuming APIs
- Experience in data analysis and business analysis
- Experience with databases
- Programming experience
- Knowledge of statistics
- Advanced English
- Availability to work 40 hours per week
Benefits
- National health plan with no co-pay
- Dental plan
- Pet health plan
- Gympass
- Flash card (Cartão Flash)
- Monthly education allowance: R$200.00
- Psychological counseling
- Life insurance
- Leve: financial consulting and wellness services
- Relocation assistance (if needed)
- Birthday day off
- Flexible working hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisbusiness analysisSQLAPIsdatabasesprogrammingstatisticsdata lakesdashboard preparationreport presentation
Soft skills
project managementautonomycommunicationcross-functional collaborationgoal settingrisk managementcustomer feedback collectionteam structure planningproblem-solvingcontinuous improvement