Chief Experience Officer

Há 2 dias

Porto Alegre, Rio Grande do Sul, Brasil Evermonte Executive & Board Search Tempo inteiro R$90.000 - R$120.000 por ano

Inserida no segmento de SaaS B2B e em acelerado movimento de escala, nosso cliente é companhia de tecnologia que busca fortalecer sua estratégia de crescimento com foco na experiência do cliente. Em um cenário de evolução contínua e de ampliação do mercado, procura um novo Chief Experience Officer para liderar a transformação da jornada do cliente, assegurando valor recorrente e ampliando a retenção em todas as frentes de relacionamento.

Como Chief Experience Officer, você terá o desafio de estruturar e orquestrar iniciativas que maximizem engajamento, satisfação e expansão de clientes, integrando áreas como suporte, vendas, Customer Success e Customer Experience. Seu papel será redesenhar jornadas, estruturar processos e liderar projetos que ampliem a retenção, além de implementar estratégias de onboarding e programas de advocacy capazes de gerar impacto direto na receita recorrente.

Principais Responsabilidades:

  • Liderar a definição e implementação da estratégia de experiência do cliente, assegurando alinhamento com os objetivos organizacionais;
  • Integrar times de suporte, vendas, CS e CX, implementando playbooks e frameworks de escala (onboarding, QBRs, success plans e advocacy programs);
  • Mapear e redesenhar jornadas de clientes, aplicando métricas e indicadores para medir engajamento, retenção e satisfação;
  • Garantir consistência no atendimento, desenvolvendo processos e ferramentas que sustentem a escalabilidade da operação;
  • Acompanhar indicadores estratégicos de engajamento e retenção, como NPS, CSAT e CES, conectando-os ao planejamento de receita recorrente;
  • Desenvolver iniciativas de Customer Success Digital/Tech Touch para garantir escalabilidade da base de clientes;
  • Atuar de forma consultiva junto ao board, representando a voz do cliente e influenciando decisões estratégicas para suportar crescimento sustentável.

Requisitos:

  • Experiência consolidada em posição de liderança em empresas de tecnologia, preferencialmente em scale ups de SaaS B2B;
  • Vivência no relacionamento e integração de áreas como suporte, vendas, Customer Success e Customer Experience;
  • Histórico comprovado em desenho de jornadas de clientes e implementação de indicadores de performance em CX/CS;
  • Disponibilidade para residir na grande Porto Alegre.

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