Head of Customer Success – Industry

Neogrid

Head de Customer Success na Neogrid, definindo estratégias e liderando a equipe de CS no Brasil. Foco em retenção, expansão e geração de valor para clientes estratégicos.

Posted 6/23/2026full-timeSão Paulo • 🇧🇷 BrazilLeadWebsite

About the role

Key responsibilities & impact

Ensure retention, expansion and continuous value delivery for the Collaborative Intelligence BU customer base
Define the Customer Success strategy aligned with the BU's growth targets
Establish a segmentation and coverage model for the customer portfolio
Ensure predictability of churn, renewals and expansion
Act as the voice of the customer in the BU's strategy
Lead renewals and upsell strategy
Ensure execution of executive QBRs together with the leadership team
Monitor health scores and churn risk
Work directly on strategic accounts
Define and track KPIs (GRR, NRR, churn, expansion, NPS, LTV)
Build a renewal forecasting model
Implement executive portfolio-management rituals
Ensure alignment with commercial targets
Ensure actual value capture from Collaborative Intelligence solutions
Connect the product roadmap to the needs of the customer base
Develop CSMs with a consultative and executive approach
Foster a data-driven culture focused on financial impact
Ensure alignment between strategic messaging and operational delivery

Requirements

What you’ll need

Fluent in English or Spanish
Bachelor's degree in Business Administration, Engineering, Economics, Technology or related fields
Proven experience leading Customer Success in SaaS companies
Demonstrated track record of impact on retention, expansion and Net Revenue Retention (NRR)
Experience managing strategic customer portfolios
Experience with renewal, upsell and expansion models
Experience leading managers and CSMs
Strong understanding of recurring revenue management (ARR / NRR / churn)
Ability to build strategic relationships with executives
Analytical capability to manage health scores and churn risk
Consultative mindset focused on value generation
Ability to conduct executive QBRs
Strong data orientation and revenue predictability

Benefits

Comp & perks

Health insurance
Dental plan
Life insurance
Medication allowance
Transport voucher or parking allowance
Flexible meal/food allowance
Wellhub (formerly Gympass) and TotalPass
Day off during your birthday month
Parental support program, NeoBaby
Unico Skill, an external training/education solution
Childcare allowance
Extended parental leave: 6 months for mothers and 30 days for fathers
Employee referral program, bonuses and more

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer SuccessSaaSNet Revenue Retention (NRR)Annual Recurring Revenue (ARR)churn managementrenewal forecastingKPI trackingdata analysisportfolio managementvalue generation

Soft Skills

consultative mindsetanalytical capabilityrelationship buildingleadershipcommunicationstrategic thinkingdata-driven cultureexecutive engagementteam developmentcustomer advocacy

Certifications

Bachelor's degree