Business Development Manager at Instrument building client agency partnerships and leading growth initiatives for major technology clients.
About the role
- Head of Account Development leading customer success strategy and team at Clara, a fintech company. Focused on managing key accounts and improving customer engagement across Latin America.
Responsibilities
- Lead and mentor a team of high-performing Customer Success Managers, fostering a strong culture of accountability, ownership, and impact.
- Own and continuously improve customer lifecycle analysis and management, identifying drop-off points and opportunities to increase engagement.
- Use data analysis to define KPIs, track performance, and inform strategy and prioritization.
- Oversee a portfolio of enterprise and mid-market accounts, ensuring consistent value delivery, retention, and growth.
- Develop and execute cross-sell and up-sell strategies to expand account value.
- Lead communication and adoption efforts for product launches and experience-impacting changes.
- Serve as a senior voice of the customer across the company, sharing insights with Product, Ops, and Growth teams.
- Build customer advocacy initiatives, including case studies, referrals, and testimonials.
Requirements
- 8+ years of experience in Customer Success or Account Management, ideally in a B2B SaaS or fintech environment.
- Strong leadership experience, with a proven track record of building and managing high-performing teams.
- Demonstrated success managing enterprise and mid-market customers, with a focus on retention, upsell, and cross-sell.
- Deep understanding of financial services or related sectors.
- Excellent communication and relationship-building skills in both Portuguese and English.
- Experience using Hubspot or similar CRM, and Customer Success Platforms.
- Strategic, analytical mindset with a strong bias for action and measurable results.
Benefits
- Competitive salary and stock options (ESOP) from day one
- Multicultural team with daily exposure to Portuguese, Spanish, and English (our corporate language)
- Annual learning budget and internal accelerated development paths
- High-ownership environment: we move fast, learn fast, and raise the bar — together
- Smart, ambitious teammates — low ego, high impact
- Flexible vacation and hybrid work model focused on results
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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