Customer Success

2 semanas atrás

Joinville South Carolina Brazil Billor Tempo inteiro

About Us
At 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 role
If 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 team

As 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.

Responsibilities

Manage a portfolio of drivers, ensuring high engagement, retention, and satisfaction
Conduct regular business reviews with drivers by phone, focusing on performance, revenue, and opportunities for improvement
Analyze key metrics such as churn, retention rate, NPS, LTV, and CAC to support decision-making and identify risks/opportunities
Develop and implement action plans to improve driver performance and financial outcomes
Act as a strategic advisor to drivers, identifying pain points and working cross-functionally (with teams such as loads, maintenance, and finance) to resolve them
Address and overcome objections in delicate or complex situations, ensuring alignment with company goals
Monitor driver revenue, weekly activity, and trends to anticipate challenges and proactively offer support
Plan and execute initiatives to drive engagement, loyalty, and growth within the portfolio
Create and share performance dashboards and personalized insights with drivers
Utilize tools such as HubSpot (CRM) and Google Sheets for data management, tracking, and reporting
Participate in the development of new Customer Success processes and best practices
Lead by example, supporting continuous improvement and knowledge sharing within the CS team

Requirements

Fluent in English, Portuguese, and Spanish
Fluency in Brazilian Portuguese (speaking, reading, and writing)
Previous experience in Customer Success or Account Management, preferably in SaaS, transport, logistics, or fintech
Strong 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 tools
Experience with CRM tools, preferably HubSpot
Experience in managing customer portfolios and delivering results
Excellent communication, negotiation, and relationship management skills, especially over the phone
Proactive, strategic mindset with strong problem-solving ability
Results-driven, organized, and capable of working independently

Benefits

Extra information and benefits

On-site in Joinville, Santa Catarina
Health and dental plan
Paid vacation
Holidays off
Parental Leave
Wedding Leave
Flash card (supermarket and restaurants)
Total Pass
Clude Saúde
Annual bonus based on both company and individual performance
Eligibility to the LTIP (Long Term Incentive Plan
Onhappy

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