Customer Success Lead

About Motiv8AIMotiv8AI develops AI and behavioral science solutions that help financial institutions improve client engagement, risk management, and credit scoring.Role OverviewWe 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 OwnershipOwn a portfolio of strategic accounts post-contract signatureAct as the primary executive point of contact for customersDrive revenue growth, diversification, and retention aligned with customer business objectivesEnsure measurable ROI and value realization across the customer lifecyclePost-Sales ExecutionLead onboarding, rollout, and operationalization of the platformIdentify cross-sell opportunities and drive efforts to close themMonitor customer health, usage, and risk indicatorsProactively identify and mitigate churn risksOwn escalations across technical, operational, and commercial dimensionsRenewals & Commercial ResponsibilityLead and execute contract renewals end-to-endDrive renewal forecasting and pipeline accuracyManage commercial conversations in coordination with Sales or leadershipIdentify and qualify expansion opportunities within strategic accountsFinancial Services & Regulatory EnablementSupport banks, fintechs, and payment providers operating under BACEN, LGPD, and security standardsGuide customers on best practices for operating in regulated, high-availability environmentsRepresent regulatory and compliance-driven requirements internallyInternal Leadership & InfluenceServe as the voice of strategic customers internallyInfluence product roadmap based on enterprise and regulatory needsCollaborate with Product, Engineering, Support, and Sales leadershipHelp define and improve post-sales and renewal playbooksRequired QualificationsExperience6+ years in Customer Success, Strategic Account Management, or Enterprise Post-Sales rolesProven ownership of strategic accounts and renewals in B2B SaaS or platform companiesExperience working with financial services customers (banks, fintechs, payments)Strong background supporting enterprise-grade, mission-critical systemsSkills & CapabilitiesNative-level Portuguese and fluent professional EnglishStrong commercial and negotiation skills, especially for renewalsExecutive presence and ability to engage C-level and VP stakeholdersHigh technical literacy (APIs, platforms, data, security concepts)Structured, proactive, and highly autonomous working styleMarket & Regulatory KnowledgeFamiliarity with the Brazilian financial ecosystemPractical understanding of BACEN regulations, LGPD, and compliance frameworksExperience operating in regulated production environmentsContract DetailsContract-based engagement (independent contractor)Flexible structure with clear ownership and accountabilityPerformance-driven success metrics tied to renewals and retentionPotential for long-term extension based on impact and resultsSuccess MetricsGross and Net Revenue Retention for strategic accountsRenewal close rate and forecast accuracyProduct adoption depth and customer health scoresExecutive engagement and satisfaction (NPS / CSAT)Expansion opportunity identification and influenceWhy This RoleSenior-level ownership without organizational overheadDirect impact on revenue continuity and customer trustWork with top-tier financial institutions in BrazilHigh autonomy in a fast-moving, product-driven environment