Customer Success Manager - CSM | Customer Success Analyst

Role Summary

If you have a passion for innovation and seek to work in an agile, collaborative and challenging environment, this could be your opportunity!

Our Customer Success team is looking for someone passionate about challenges, goals and new projects. We are looking for an organized, proactive and disciplined person who finds it easy to generate relationships and engagement with customers. You will assume a strategic portfolio of clients and be responsible for three things: maintaining this revenue, expanding it and anticipating risks. It is not a reactive service role. The area is being structured, which means that you will have space to design a process, not just execute what already exists.

Are you interested in the opportunity but don't live in Joinville/SC? No problem, we enable remote work/home office.

• Responsibilities and duties
• Ensure an incredible journey for our customers, mobilizing other teams whenever necessary to resolve demands in an agile and efficient way;
• Monitor indicators such as satisfaction, engagement and retention, proposing practical and strategic actions whenever necessary;
• Collaborate with other areas, sharing learning and insights that contribute to an increasingly better experience;
• Closely monitor your customer portfolio, using tools and data to support decision-making;
• Identify cross-sell and upsell opportunities that make sense for the customer, encouraging the use of Asaas solutions;
• Register and monitor demands in an organized manner, ensuring predictability in processes;
• Present the best practices for using our solutions, with total focus on customer success;
• Work to retain and build customer loyalty, with consistent, personalized action plans focused on perceived value;
• Manage customers with more complex demands, monitoring results and anticipating possible bottlenecks;
• Conduct strategic meetings with a defined cadence, monitoring key indicators and goals;
• Prepare and present reports that support the client's decision-making, when necessary;

Differentiators

Certifications in CS and CX;

English and/or Spanish at an intermediate level.

Hiring model

• Working hours of 8 hours per day (Monday to Friday - we do not compensate for Saturdays);
• CLT contracting
• Variable remuneration

Requirements

• Higher education completed or in progress, preferably in Administration, Marketing, Information Systems or Financial Management courses;
• Advanced experience with Customer Success practices and strategies, knowing how to manage portfolios, conduct EBRs, identify expansion opportunities and work with a focus on results and retention
• Experience with direct responsibility for retention and expansion
• Ability to conduct executive conversations
• Organization and autonomy
• Experience in companies in the Fintech or Payment Methods market;
• Intermediate knowledge in Customer Experience (CX), understanding the customer journey, mapping touchpoints and contributing to improvements in the experience as a whole;
• Consistent use of AI at work to gain speed and scale