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About the role
Key responsibilities & impact- Lead onboarding of new clients with a structured plan and stage-based deliverables;
- Conduct QBRs and regular check-ins to assess adoption, outcomes, and satisfaction;
- Monitor portfolio health scores and prioritize at-risk accounts;
- Proactively engage accounts showing signs of churn — before cancellation requests;
- Identify and qualify expansion opportunities within existing accounts;
- Keep the CRM updated with account context, history, and next steps;
- Act as the customer's voice internally, maintaining a structured record of feedback and friction points;
- Collaborate with Product, Sales, and Support to resolve issues affecting retention;
- Contribute to building CS processes (playbooks, health criteria, and operating rituals).
Requirements
What you’ll need- 2–4 years of Customer Success experience focused on B2B SaaS;
- Strong experience with structured onboarding and active portfolio management using health scores;
- Ability to lead QBRs and executive-level meetings;
- Strong data orientation (focus on metrics such as churn, NPS, and adoption);
- Familiarity with NRR, GRR, and expansion metrics;
- Previous experience in startups (early or growth stage);
- Clear communication and excellent expectation management;
- Availability for a hybrid working model in Jundiaí, SP.
Benefits
Comp & perks- On-site parking
- Career progression plan
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Churn MetricsNPSAdoption MetricsHealth ScoresExpansion Metrics
Soft Skills
Clear CommunicationExpectation Management