Customer Success Director

Há 2 dias

São Paulo, São Paulo, Brasil Tbwa ChiatDay Inc Tempo inteiro
About the Role

We are seeking a highly skilled Customer Success Director to lead our Enterprise CSM team and drive engagement of our Enterprise customers with Wellhub. As a key member of our leadership team, you will be responsible for defining and implementing the Customer Success strategy, leading and developing the CSM team, and collaborating with cross-functional teams to ensure customer needs are met effectively.

Key Responsibilities
  • Develop and execute engagement plans to increase adoption and use of the platform
  • Monitor engagement metrics and drive initiatives that boost platform usage, customizing approaches as needed
  • Implement effective onboarding programs for new customers, ensuring a smooth transition and productive use of the platform
  • Implement strategies to reduce churn and improve customer retention, including identifying risks and creating mitigation plans
  • Conduct customer satisfaction and experience analyses, using insights to make continuous service improvements
  • Work with the CSM team to address critical customer issues, ensuring prompt responses and high-quality solutions
  • Monitor market trends and best practices in Customer Success, adapting them to meet customer needs
  • Foster a culture of continuous feedback, from both customers and the team, to improve processes and performance
  • Conduct workshops, webinars, and other educational initiatives to enhance customer proficiency in using Wellhub
  • Establish clear KPIs to measure the success of Customer Success initiatives, including engagement, retention, and customer satisfaction
  • Provide regular reports to leadership on progress, challenges, and improvement opportunities in engagement and retention areas
  • Use analytical data to guide strategic decisions and continually enhance the customer experience
Requirements
  • Proven experience in leadership roles in Customer Success, focusing on customer engagement and retention
  • Strong team management skills, with experience in developing and coaching high-performance teams
  • Deep knowledge of customer success metrics and tools, preferably with experience in implementing platforms similar to Wellhub
  • Bachelor's degree in Business Administration, Marketing, Communications, Advertising, Information Technology, or a related field. An MBA or other advanced qualifications is a plus
  • Advanced English is required
What We Offer
  • We're a wellness company that is committed to the health and wellbeing of our employees
  • Our flexible program allows you to customize your benefits, according to your needs
  • We offer a range of benefits, including wellness programs, flexible work arrangements, and career growth opportunities

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