Cortex

Customer Success Coordinator

Cortex

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Hybrid Management (Proactive vs. Scalable): Implement methodologies to monitor the health of 460 accounts without sacrificing quality, defining relationship tiers (High-touch, Mid-touch, Low-touch / Tech-touch).
  • Predictive Analytics and Portfolio Health: Anticipate churn risks by analyzing usage data from the Geofusion platform and health indicators (Health Score).
  • Demand Generation within the Base: Foster an expansion culture within the CS team, turning consultative support into a revenue engine for the company.
  • Team Development: Mentor the 6 CS team members to advance their technical skills in geographic intelligence and negotiation.
  • Manage Area KPIs: Churn Rate (Gross and Net), NPS, Health Score, and Expansion Targets.
  • Optimize the Customer Journey: Ensure adoption and value-delivery stages are completed.
  • Lead leadership rituals (1:1s, Team Meetings, and Account Reviews).
  • Collaborate with Product and Sales teams to feed market strategy using customer feedback.

Requirements

  • Experience Leading CS Teams: Previous experience managing people and retention/expansion targets.
  • Data-Driven Mindset: Ability to analyze dashboards and derive action plans from metrics.
  • Knowledge of Scaling Strategies: Know-how in managing large volumes of customers in an automated and efficient way.
  • Sales Mindset within CS: Proven experience with upsell and cross-sell strategies throughout the customer journey.
  • Experience in the B2B SaaS market.
  • Knowledge of Geographic Intelligence or geomarketing tools.
  • Experience with CS tools (e.g., Gainsight, Totango, Sensei) or CRMs (Salesforce/HubSpot).
  • Certifications in Customer Success or Project Management.
Benefits
  • Meal and Food Vouchers
  • Health Insurance
  • Gympass/TotalPass
  • Vittude (mental health support)
  • Home-office allowance
  • Life Insurance
  • Birthday Day Off (one day off to take on or during your birthday month)
  • Mental Break (one consecutive week off in December to rest and recharge)

Applicant Tracking System Keywords

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

Hard skills
Predictive AnalyticsData AnalysisGeographic IntelligenceChurn Rate ManagementNPS ManagementHealth Score AnalysisScaling StrategiesUpsell StrategiesCross-sell StrategiesCustomer Journey Optimization
Soft skills
Team DevelopmentMentoringLeadershipCollaborationCommunicationProactive ManagementAnalytical ThinkingCustomer FocusNegotiationProblem Solving
Certifications
Customer Success CertificationProject Management Certification