• Recruit, onboard, and coach a team of Customer Success Managers (CSMs) • Define and track key performance indicators (KPIs) for your team, including retention rates, expansion opportunities, and health scores • Serve as the senior point of contact for critical customer issues • Ensure your team remains at the forefront of cybersecurity trends, third-party risk management (TPRM), and platform best practices • Partner with Sales, Product, and Engineering to advocate for customer needs and align your team’s efforts with the broader company roadmap • Identify gaps in the customer journey and develop scalable playbooks to improve the "SecurityScorecard experience" across your team’s entire book of business.

At Lyra Communications Group, we simplify telecom so our partners can focus on what matters most — delivering exceptional IT solutions to their clients. As a global telecom aggregator, we provide connectivity, internet, VoIP, and infrastructure solutions tailored to businesses and Managed Service Providers (MSPs). Our partner-centric model streamlines vendor relationships, centralizes support, and ensures seamless delivery in fully managed or co-managed environments. We operate on four core values: Transparency, Collaboration, Responsiveness, and Versatility. We are looking for a Customer Success Lead to own and elevate the client experience lifecycle, from onboarding to expansion and retention. This role is both strategic and hands-on. You will lead customer onboarding initiatives, strengthen engagement, drive retention efforts, and serve as a trusted advisor to our client portfolio. You will also help build structure within the Customer Success function, ensuring scalable processes that support long-term growth. The ideal candidate combines relationship management expertise with operational discipline and a proactive mindset.

• Design and build an end-to-end renewal strategy (pre-renewal, D-30, D-15, D-7, expiration, post-expiration) • Design multichannel journeys for customer recovery (win-back) • Develop a churn reduction plan for second-year customers • Identify upsell opportunities at the time of renewal • Work with data to map base gaps (email, WhatsApp, payment card) • Propose recovery flows and data enrichment processes • Create segmentations based on behavior and risk • Build dashboards to monitor renewals • Define communication strategy (email, WhatsApp, SMS, push where applicable) • Create strategic copy aligned with Marketing • Define optimal contact timing • Ensure message consistency • Map existing technical capabilities • Define requirements for campaigns and automations • Prioritize necessary improvements • Act as a bridge between business and tech • Ensure compliance with LGPD (Brazilian Data Protection Law) • Manage consents • Structure a secure data repository • Monitor renewal rate by cohort • Forecast future revenue (renewal forecast) • Identify incremental revenue opportunities

• Perform functional configurations in the CRM system, including forms, fields, macros, scripts, and settings, without structured code development. • Create and build reports and dashboards in Explorer, ensuring reliability and supporting decision-making. • Prepare and keep technical and functional documentation up to date, ensuring governance and traceability of implemented changes. • Map processes with user areas, identifying needs, business rules, and improvement opportunities. • Translate business requests into configurable system solutions. • Act as a bridge between the user area and technology, ensuring technical and functional understanding of requirements. • Validate flows, rules, and configurations before they go into production. • Support continuous improvement of automated processes in the CRM. • Ensure standardization, quality, and consistency of information recorded in the system.