DocPlanner

Customer Success Team Manager – Enterprise

DocPlanner

full-time

Posted on:

Location Type: Remote

Location: São Paulo • Brazil

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About the role

  • Lead the Enterprise Customer Success team, focusing on adoption, retention, and expansion of strategic accounts
  • Develop, coach, and elevate the team’s seniority, as well as hire high-performance talent with a strong focus on efficiency and results
  • Engage directly with Enterprise clients at key moments in their journey (strategic renewals, critical risks, expansion opportunities, or solution redesigns)
  • Act as a structured bridge between clients and the Product team, contributing insights to drive solution evolution and roadmap prioritization
  • Build and scale processes that ensure predictability, efficiency, and excellence across the Enterprise customer journey
  • Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent target achievement
  • Ensure product adoption through data-driven and personalized customer journeys
  • Identify and structure expansion opportunities within the active customer base
  • Reduce churn through structured action plans, combining data analysis and active customer listening.

Requirements

  • Previous experience leading Customer Success teams or related areas, preferably in SaaS companies
  • Experience managing Enterprise clients
  • Advanced/Fluent English (interviews conducted in English and daily interaction with stakeholders)
  • Strategic mindset with strong analytical capabilities
  • Excellent communication and stakeholder management skills, both internally and externally, including large enterprise clients
  • Strong analytical skills with a data-driven decision-making approach
  • Direct accountability for results (NRR, retention, and expansion), not just processes
  • Proficiency in Excel and/or Google Sheets for analysis and reporting.
Benefits
  • Compensatory time off (Banco de Horas)
  • Meal/Grocery voucher
  • Medical, Dental, and Group Life Insurance
  • Pet plan
  • iFeel app for emotional well-being
  • Gympass for you and up to 3 people
  • Payroll loan services (available after 6 months of employment)
  • Stock options (4-year vesting period)
  • Paid day off for your birthday
  • Childcare assistance
  • Partnership club with discounts at educational institutions
  • Employee referral program: up to R$600 per referred person after 6 months of employment
  • Leave of absence/time-off: 10 days for the death of a loved one, 2 days for the death of a pet, 7 days for marriage, 30 days paternity leave, and 6 months maternity leave after the arrival of a child.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer journey mappingKPI monitoringSaaS experiencecustomer retention strategiesexpansion opportunity identificationproduct adoption strategiesreportingExcelGoogle Sheets
Soft Skills
leadershipcoachingcommunicationstakeholder managementanalytical thinkingstrategic mindsetefficiency focusresults-orientedcustomer listeningteam development