Customer success manager
4 semanas atrás
About UsAt Billor, short for Bill of Rights, we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.About the roleIf you are passionate about Customer Success and want to make a difference in the lives of our drivers and customers, helping them grow and succeed, join our teamAs a Customer Success Manager, you will be responsible for managing a portfolio of drivers, analyzing their performance and supporting them proactively to increase retention and lifetime value. You will collaborate with cross-functional teams and act strategically to drive growth and ensure satisfaction.ResponsibilitiesManage a portfolio of drivers, ensuring high engagement, retention, and satisfactionConduct regular business reviews with drivers by phone, focusing on performance, revenue, and opportunities for improvementAnalyze key metrics such as churn, retention rate, NPS, LTV, and CAC to support decision-making and identify risks/opportunitiesDevelop and implement action plans to improve driver performance and financial outcomesAct as a strategic advisor to drivers, identifying pain points and working cross-functionally (with teams such as loads, maintenance, and finance) to resolve themAddress and overcome objections in delicate or complex situations, ensuring alignment with company goalsMonitor driver revenue, weekly activity, and trends to anticipate challenges and proactively offer supportPlan and execute initiatives to drive engagement, loyalty, and growth within the portfolioCreate and share performance dashboards and personalized insights with driversUtilize tools such as HubSpot (CRM) and Google Sheets for data management, tracking, and reportingParticipate in the development of new Customer Success processes and best practicesLead by example, supporting continuous improvement and knowledge sharing within the CS teamRequisitos:Fluent in English, Portuguese, and SpanishFluency in Brazilian Portuguese (speaking, reading, and writing)Previous experience in Customer Success or Account Management, preferably in SaaS, transport, logistics, or fintechStrong understanding of CS and SaaS metrics: churn, retention, NPS, LTV, CAC, etc.Ability to analyze data and derive actionable insights using Google Sheets or similar toolsExperience with CRM tools, preferably HubSpotExperience in managing customer portfolios and delivering resultsExcellent communication, negotiation, and relationship management skills, especially over the phoneProactive, strategic mindset with strong problem-solving abilityResults-driven, organized, and capable of working independentlyOn-site in Joinville, SCBenefíciosHealth and dental plan (Amil)Paid vacationHolidays offFlash card (supermarket and restaurants)Annual bonus based on both company and individual performanceEligibility to the LTIP (Long Term Incentive Plan)
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