Customer Success Department Manager

As the Customer Success Department Manager, your primary responsibilities will be:

• Responsible for the entire Customer Success department for clinics in Brazil.
• Providing support in defining the strategy, resource allocation/budget management and being able to report to the executive team of the company.
• To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity.
• Creating and managing performance goals while making strategic decisions that contribute to the organization's development.
• Continuously enhancing processes such as onboarding, engagement, retention, and upselling, with a strong focus on increasing Net Revenue Retention (NRR).
• Developing team leadership to ensure they meet their targets in a positive work environment.
• Analyzing departmental data to identify trends, areas for improvement, and opportunities for enhancing the overall customer experience.
• Cultivating relationships with other departments and stakeholders, supporting projects that these stakeholders may wish to implement within the department, and occasionally participating in client negotiations.

Requirements

• Bachelor’s degree in related field.
• Relevant experience of customer success operations.
• CRM usage/management experience (Ex: hubspot, salesforce, gainsight).
• Intermediate level of expertise in excel.
• Must be fluent in both English and Portuguese, both in speaking and writing.
• Demonstrated experience in leading sizable and diverse teams, including leadership roles.
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
• Strong analytical and communication skills and a hands-on mentality.
• Capable of working in a collaborative environment and leading complex operational projects.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices.