Customer Success Manager | B2C

As Customer Success Manager, your main responsibilities will be:

• BUILD, DEVELOP AND SCALE A HIGH-PERFORMANCE TEAM OF LEADERS AND CUSTOMER SUCCESS PROFESSIONALS, PROMOTING A CULTURE OF EXCELLENCE, EFFICIENCY AND FOCUS ON RESULTS.
• LEAD THE ONBOARDING, ADOPTION (FARMING) AND RETENTION TEAMS, ENSURING METAS ARE MET AND FOLLOW-UP AND PERFORMANCE ROUTINES ARE EXECUTED.
• Orient the team on priority management, workload and challenge resolution, ensuring focus on high-impact activities.
• IMPLEMENT AND ADAPT GLOBAL STRATEGIES, PROCESSES AND DIRECTIVES TO LOCAL/REGIONAL REALITY, IDENTIFYING OPPORTUNITIES FOR EFFICIENCY AND CONTINUOUS IMPROVEMENT.
• DEFINE, TRACK AND REPORT STRATEGIC KPIs (MRR, CHURN, NRR, ACTIVATION, ONBOARDING TIME), BEING RESPONSIBLE FOR CUSTOMER SUCCESS RESULTS.
• GENERATE INSIGHTS FROM DATA AND TRANSFORM THEM INTO ACTION PLANS AND BUSINESS CASES FOR PRIORITIZING INITIATIVES AND INVESTMENTS.
• ENSURE HIGH PRODUCT ADOPTION AND REDUCE CHURN THROUGH DATA-BASED STRATEGIES, FEEDBACK AND ROOT CAUSE ANALYSES.
• ACT CROSS-FUNCTIONALLY WITH PRODUCT, MARKETING, SALES AND OPERATIONS TO CONTINUOUSLY IMPROVE CUSTOMER EXPERIENCE.
• Maintain an updated view of product, market and trends, supporting strategic decisions and team development.