Senior Customer Success Lead
CODERS
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Job Level
About the role
- Oversee the CS team’s support activities, ensuring quality and adherence to metrics such as SLA, NPS, and CSAT
- Manage the achievement of area goals, monitoring KPIs and action plans
- Lead, develop, and support CS analysts in day-to-day activities
- Conduct 1:1s, structured feedback sessions, and Individual Development Plans (IDPs)
- Support the team in critical cases, conflicts, or sensitive customers
- Produce guidance materials, playbooks, and operational guides for the team
- Map, analyze, and optimize the entire customer journey, identifying opportunities for improvement
- Document processes, workflows, and evidence whenever necessary
- Create clear, concise reports for leadership and executives, supporting data-driven decision making
Requirements
- Minimum of 2 years’ experience managing Customer Success (required)
- Completion of customer success training courses (required)
- Completion of short courses in People Management or CSM (Customer Success Management) (required)
- Proficiency in Microsoft Office and Google Workspace (required)
- Postgraduate degree in Management, Customer Success, or related fields (preferred)
- Certifications in SCRUM or Lean Six Sigma (Yellow Belt or higher) (preferred)
Benefits
- Fixed salary plus bonus for achieving goals (team and individual)
- Caju card (meal and flexible benefits)
- Semiannual bonus based on target attainment
- In-company English classes (3x per week)
- Wellhub
- Birthday day off
- Extra Caju balance during your birthday month
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementKPI monitoringprocess documentationdata-driven decision makingcustomer journey mappingconflict resolutionfeedback session facilitationoperational guide creationplaybook development
Soft skills
leadershipteam developmentinterpersonal skillscommunicationorganizational skills
Certifications
SCRUMLean Six Sigma