Job Description

Accountabilities:

The role focuses on managing customer relationships, driving adoption of solutions, and ensuring customers achieve measurable value throughout their journey.

• Manage a customer portfolio proactively, prioritizing accounts according to business potential, needs, and engagement level.
• Ensure compliance with customer success processes and playbooks while keeping CRM records and action plans updated.
• Monitor customer success metrics and create action plans to support business goals and improve outcomes.
• Act as a consultant by guiding customers on best practices, solution adoption, and effective usage of available tools.
• Conduct strategic follow-up meetings, training sessions, and presentations of achieved results.
• Build strong relationships with customer stakeholders, from operational teams to leadership.
• Perform periodic customer visits to strengthen partnerships and identify improvement opportunities.
• Serve as the main customer advocate internally, ensuring customer needs are understood and addressed.
• Monitor account health indicators and proactively act to prevent dissatisfaction and churn risks.
• Identify expansion opportunities, including additional solutions or upgrades, and coordinate them through the appropriate processes.
• Contribute to continuous improvement initiatives within the customer success team.

Requirements:

The ideal candidate has experience in customer success, account management, or B2B relationship management, with strong communication skills and a consultative approach.

• Previous experience in Customer Success, Account Management, or B2B client relationship roles.
• Residence in São Paulo or the metropolitan region to support customer visits.
• Availability for frequent business travel and in-person customer meetings.
• Proficiency with Microsoft Office or Google Workspace tools, especially spreadsheets and presentations.
• Strong strategic communication skills, with the ability to influence and build trusted relationships.
• Autonomous profile with a solution-oriented mindset, sense of urgency, and strong time management skills.
• Ability to work effectively in a home office environment.
• Experience with healthcare revenue cycle operations, such as billing, accounts receivable, or denial management, is a plus.
• Knowledge of Customer Success methodologies and frameworks is desirable.

Benefits:

• Remote work model with customer visits when required.
• Flexible food and meal allowance through a benefits card.
• Health insurance participation.
• Dental insurance.
• Home office allowance.
• Flexible working hours.
• 40-hour weekly schedule with a two-hour lunch break.
• Birthday day off.
• Workplace wellness activities.
• Gympass wellness program.
• Partnerships with educational institutions and professional development platforms.
• Opportunity to work in a collaborative technology environment focused on innovation and customer impact.