Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success role supporting operational routines in programs of incentives at a growing startup. Collaborates with internal teams and monitors participant engagement.
Responsibilities
- Support the Customer Success team in the operational and strategic routines of incentive and recognition programs.
- Monitor participants' lifecycle, ensuring clear communications, documentation of evidence, and responses within defined deadlines.
- Monitor deliverables and outstanding items in Asana, updating statuses and deadlines, and flagging risks or deviations to the team and management.
- Follow up with internal teams to ensure proper execution of requests.
- Perform basic data analysis tasks, such as list verification, eligibility validation, and support with reports.
- Assist with sending communications and campaigns to participants, reviewing content before distribution.
- Attend follow-up meetings, record agendas and responsible owners, ensuring no requests are lost.
- Contribute to continuous process improvement and help build a culture of accuracy, accountability, and proactivity.
Requirements
- Education: Bachelor's degree completed or in progress in Business Administration, Marketing, Communications, Business Management, or related fields.
- Technical skills: Intermediate proficiency in Excel or Google Sheets, strong writing and clear professional verbal and written communication, experience with task management and organizing requests (Asana, Monday, ClickUp, or similar), basic knowledge of data analysis and performance metrics.
- Behavioral skills: Sense of urgency and commitment, attention to detail, strong organizational and prioritization skills, collaborative and curious mindset, proactivity to identify issues and seek solutions.
Benefits
- Benefit (iFood Benefits Card): BRL 920.00 per month
- Support for online education, events, and courses
- Performance reviews
- Structured career path
- Regular training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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