Customer Success Manager

• Design, monitor and optimize the Family Journey, aligning engagement, communication and relationship processes across all touchpoints.
• Manage key experience metrics (NPS, CSAT, Retention, Engagement) and propose data-driven action plans.
• Coordinate strategic projects such as Pedagogical Feed, Family Onboarding and Community Events, ensuring standardization and consistency across schools.
• Support school leadership (Directors and Experience Focal Points) in the local execution of relationship initiatives.
• Conduct perception research (quantitative and qualitative) and disseminate insights about family behavior.
• Work collaboratively with Commercial, People & Management and Marketing teams to ensure efficient communication and convergence of journeys.
• Implement experience governance rituals, periodically reviewing progress, learnings and priorities.
• Train local teams in empathy, customer service and experience-oriented communication.

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