Customer Success Lead

About Motiv8AI Motiv8AI develops AI and behavioral science solutions that help financial institutions improve client engagement, risk management, and credit scoring. Role Overview We are seeking a Customer Success Lead to own and scale post-sales success for strategic accounts in Brazil. This is a contract-based role with direct accountability for revenue growth, diversification and retention. You will serve as the senior post‑sales owner for high‑value customers, acting as a trusted advisor to executive stakeholders while driving adoption, value realization, and contract renewals. Key Responsibilities Strategic Account Ownership Own a portfolio of strategic accounts post‑contract signature Act as the primary executive point of contact for customers Drive revenue growth, diversification, and retention aligned with customer business objectives Ensure measurable ROI and value realization across the customer lifecycle Post‑Sales Execution Lead onboarding, rollout, and operationalization of the platform Identify cross‑sell opportunities and drive efforts to close them Monitor customer health, usage, and risk indicators Proactively identify and mitigate churn risks Own escalations across technical, operational, and commercial dimensions Renewals & Commercial Responsibility Lead and execute contract renewals end‑to‑end Drive renewal forecasting and pipeline accuracy Manage commercial conversations in coordination with Sales or leadership Identify and qualify expansion opportunities within strategic accounts Financial Services & Regulatory Enablement Support banks, fintechs, and payment providers operating under BACEN, LGPD, and security standards Guide customers on best practices for operating in regulated, high‑availability environments Represent regulatory and compliance‑driven requirements internally Internal Leadership & Influence Serve as the voice of strategic customers internally Influence product roadmap based on enterprise and regulatory needs Collaborate with Product, Engineering, Support, and Sales leadership Help define and improve post‑sales and renewal playbooks Required Qualifications Experience: 6+ years in Customer Success, Strategic Account Management, or Enterprise Post‑Sales roles. Proven ownership of strategic accounts and renewals in B2B SaaS or platform companies. Experience working with financial services customers (banks, fintechs, payments). Strong background supporting enterprise‑grade, mission‑critical systems. Skills & Capabilities: Native‑level Portuguese and fluent professional English Strong commercial and negotiation skills, especially for renewals Executive presence and ability to engage C‑level and VP stakeholders High technical literacy (APIs, platforms, data, security concepts) Structured, proactive, and highly autonomous working style Market & Regulatory Knowledge: familiarity with the Brazilian financial ecosystem, practical understanding of BACEN regulations, LGPD, and compliance frameworks; experience operating in regulated production environments Contract Details Contract‑based engagement (independent contractor) Flexible structure with clear ownership and accountability Performance‑driven success metrics tied to renewals and retention Potential for long‑term extension based on impact and results Success Metrics Gross and Net Revenue Retention for strategic accounts Renewal close rate and forecast accuracy Product adoption depth and customer health scores Executive engagement and satisfaction (NPS / CSAT) Expansion opportunity identification and influence Why This Role Senior‑level ownership without organizational overhead Direct impact on revenue continuity and customer trust Work with top‑tier financial institutions in Brazil High autonomy in a fast‑moving, product‑driven environment #J-18808-Ljbffr