TTarga

Customer Success Manager

• Provide close, personalized follow-up for premium students
• Engage and motivate students to participate in classes, activities, challenges, and tournaments
• Actively interact with the community (primarily WhatsApp groups)
• Encourage conversations, exchanges, and a sense of belonging among students
• Identify signs of demotivation and take preventive action
• Serve as a bridge between students, instructors, and internal teams
• Support the organization of the student's routine (accesses, materials, communications, and submissions)
• Provide initial support and follow up on the resolution of technical issues

Customer Success, CS

• Supervise, develop, and monitor the Customer Success team
• Conduct daily stand-ups for alignment and tracking of requests
• Ensure correct execution of the department's processes
• Support the team with complex cases and mediate conflicts
• Track and analyze CS metrics (Engagement, Retention, Churn, NPS, Activation, and LTV)
• Prepare reports and support strategic decision-making
• Act as the focal point of communication with the CEO
• Intervene directly in the student experience when necessary
• Identify recurring problems and opportunities for improvement
• Collect customer journey insights and propose product improvements
• Create and send official communications to students
• Ensure organization and standardization of operational information

Customer Success, CS

Customer Success Supervisor