BonifiQ

Customer Success Coordinator, CS

BonifiQ

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • We are seeking a professional to lead the retention and expansion strategy for our customer base, ensuring our loyalty technology delivers maximum ROI.
  • The focus is on turning customers into strategic partners, reducing churn and driving engagement through data intelligence and consulting on loyalty mechanics.

Requirements

  • Churn Prevention Analysis: Review weekly customers with low 'Health Score' (e.g., companies that stopped sending transaction data to the platform).
  • Engagement Audit: Verify whether clients' loyalty mechanics are performing. If a client has few redemptions, the leader guides the CSM to suggest a double-points campaign.
  • Time-to-Value Tracking: Monitor the time new customers take to complete their first technical integration and issue the first point.
  • QBRs (Quarterly Business Reviews): Participate in quarterly meetings with the largest clients (Key Accounts) to demonstrate the technology's ROI and discuss the loyalty roadmap for the next year.
  • Voice of the Customer for Product: Compile feedback about the platform and present it to the Technology/Product team (e.g., "Customers need a more flexible coupons module").
  • Incident Management: Serve as the escalation point when a critical technical error affects end users' point balances.
  • Upsell Identification: Analyze which clients have reached the member or transaction limits of their current plan and initiate the process to migrate them to a higher-tier plan.
  • Success Case Collection: Identify clients who achieved exceptional results (e.g., a 20% increase in recurrence) so Marketing can create testimonials.
  • One-on-Ones (1:1s): Individual meetings with CSMs to unblock technical impediments (e.g., a stalled API integration) and develop negotiation skills.
  • Portfolio Management: Review whether the client load per CSM is balanced and redistribute accounts if necessary.
  • Technical Training: Ensure the team is proficient with platform updates (new gamification features, cashback, etc.).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Churn Prevention AnalysisEngagement AuditTime-to-Value TrackingIncident ManagementUpsell IdentificationSuccess Case CollectionTechnical TrainingData IntelligenceLoyalty MechanicsAPI Integration
Soft Skills
LeadershipCommunicationNegotiationAnalytical ThinkingProblem SolvingCustomer Relationship ManagementCollaborationStrategic ThinkingPresentation SkillsAdaptability