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Customer Experience and Success Coordinator – B2B, CX, CS, Support

Valid

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Implement and lead the Customer Success, Experience and Support functions focused on corporate clients and public agencies, ensuring contractual compliance, delivery quality and an outstanding customer experience.
  • Directly manage initial key accounts, developing long-term relationships and identifying expansion opportunities (upsell, cross-sell).
  • Build a service structure with compliance, SLAs and processes aligned to the requirements of public tenders, government contracts and audits.
  • Map the B2B customer journey from onboarding through renewal, implementing CRM, ticketing, KPI monitoring and automation tools.
  • Define and track metrics such as NRR, churn, NPS, TTV, CSAT, MRR, resolution time and required contractual indicators.
  • Develop knowledge bases, operational playbooks and compliance manuals.
  • Integrate information with Product, Engineering and Legal teams to ensure technical and legal compliance.
  • Build and lead the team as the area evolves.

Requirements

  • Bachelor's degree.
  • Proven experience building or leading Customer Success / CX / Support teams in B2B technology companies.
  • Experience with complex corporate contracts and managing large/enterprise accounts and/or public agencies.
  • Knowledge of SLAs, compliance, governance and contractual requirements.
  • Strong command of customer success and recurring revenue metrics (LTV, NRR, churn, health score).
  • Hands-on, execution-oriented profile with the ability to design processes and systems autonomously.
  • Analytical, data-driven and strategic mindset.
Benefits
  • We value equal opportunities and are committed to building a safe, respectful and inclusive environment for all people.
Applicant Tracking System Keywords

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

Hard Skills & Tools
CRMticketingKPI monitoringautomation toolscompliance manualsoperational playbookscustomer success metricsrecurring revenue metricscontractual complianceprocess design
Soft Skills
leadershiprelationship buildinganalytical mindsetexecution-orientedstrategic mindsetdata-drivencustomer experience focusteam buildingcommunicationproblem-solving
Certifications
Bachelor's degree