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Role Summary

Do you want to be part of a team that creates opportunities and enhances evolution?

How do we achieve all this?

Through an ecosystem of more than 12 thousand non-conformists who, together, offer solutions, products and educate the market. We act as a single TOTVS, integrating different solutions and expertise to educate the market and simplify the business world. For us, evolution is constant and happens from person to person: we use our restlessness to anticipate trends and transform the real growth of technology.

About the Company

Our way of being

🤖IH + AI (Human Intelligence + Artificial Intelligence): We believe that technology enhances, but people direct. Here, AI gives us scale and efficiency, while our Human Intelligence brings strategy, context and care. It is this combination that allows us to create innovative solutions with a real purpose.

🚀Protagonism and Evolution: We are driven by continuous learning and the courage to take charge of our own career. Here, we encourage restlessness and offer a fertile environment for those who want to grow, create and transform.

Responsible Result: We value freedom to act and responsibility for the whole. Here, you have a voice to challenge the status quo and autonomy to seek results that generate real value for our customers and society.

🧘🏼♀️ Integral Well-Being: We care for those who make evolution happen. We seek the integral well-being of each employee, through actions and benefits that enable self-care resources through 5 pillars: Emotional, Financial, Physical, Occupational and Social.

🫂Plurality and Belonging: Diversity is what makes us powerful. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be who you are. Our expertise is human and alive: we welcome differences to empower businesses inside and outside the company.

♿ We value diversity in our team, and since 2017 our RDSum collective has led affirmative actions for inclusion, acceptance and equity of people with disabilities in DR. Meet the group in the video below:

Through our culture and pillars of Diversity and Inclusion, we seek to welcome and empower people inside and outside RD Station.

Your challenge on the team

You will be part of the Smart Accounts - CS em Escala area, responsible for managing multi-product customers with MRR between 1K and 3K, which demand an efficient and scalable service model. The challenge is to work with a significant portfolio of clients, balancing strategy, relationships and business vision to ensure adoption, retention and revenue expansion. The team works with data-driven digital service, promoting educational campaigns, personalized journeys and predictive actions to reduce churn and identify growth opportunities.

Your main deliverables

Manage a portfolio of approximately 400 clients from the second year onwards, combining automations, digital campaigns and tracking tools to drive engagement.

Execute personalized journeys according to the area's playbook, ensuring strategic support in marketing and sales throughout the customer's life cycle.

Carry out 1: few, 1:1 and reactive support via the Help Center, promoting a proactive and high-impact experience.

Monitor base health indicators, identifying churn risks and expansion opportunities, triggering appropriate initiatives.

Collaborate with Renewal, Retention, Support and Sales teams to ensure the best customer experience.

Profile we are looking for

Previous experience in Customer Success or service in a SaaS company, with a focus on retention and risk management.

Ability to manage multiple customers and products at scale, using metrics such as NRC, MRR Churn, MRR Expansion, base coverage and Health Score.

Knowledge of SaaS products and integration between them to deliver value to the customer.

Familiarity with video conferencing tools (Zoom, Google Meet).

Analytical skills for diagnosing strategic scenarios and designing solutions.

It will be considered a differentiator

Experience in CS model at scale.

Knowledge of RD Station Marketing, RD CRM and RD Conversas.

Familiarity with platforms such as Power BI, Salesforce, Service Cloud and Gainsight.

Ability to explore Artificial Intelligence tools to scale engagement initiatives and identify risks.

Experience with remote service and advanced use of automations.

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