Upsell Customer Success Supervisor (Noa Notes)

As Noa Upsell Customer Success Team Supervisor, you will be responsible for leading a strategic team focused on increasing engagement and adoption of our Artificial Intelligence solution, Noa Notes. Your mission will be to identify growth opportunities in the current customer base, implementing effective strategies to maximize tool usage and consequently user value. If you have an analytical mindset and enjoy working with innovative technologies, this opportunity is for you!

Responsibilities:

• Led and developed a CSM team focused on upsell and client engagement for Noa Notes, ensuring the effective execution of product adoption strategies, identifying opportunities for value.
• Manged team KPIs, including engagement rates, retention, and customer satisfaction, performing data analyses to generate actionable insights that can improve adoption and tool usage.
• Prioritized and segmented the customer base for strategic engagement approaches, based on identification of primary reasons for low engagement or dropout, maximizing the impact of team actions.
• Monitored and analyzed client portfolio performance, identifying patterns of use and opportunities for improvement.
• Planned and supervised individualized communication campaigns via WhatsApp for clients, ensuring relevance and effectiveness.
• Documented processes, shared best practices, and implemented continuous improvement methodologies within the team.
• Collaborated with Product and Revenue Operations teams to align strategies, share customer feedback, and contribute to Noa's evolution.