• Drive customer success as the first point of contact for customers in named accounts • Monitor overall client utilization and success • Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution • Track and improve on churn rate and satisfaction scores in assigned accounts • Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities • Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis • Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities • Maintains in-depth knowledge of our products and stays up to date with ongoing product releases • Protect business with current partners to ensure they won’t be tempted to use a competitor • Other relevant projects as needed

Role Description A Leadster cria agentes de IA conversacionais que entregam resultados reais em vendas, desde a qualificação e agendamento de reunião para leads, até a resposta de dúvidas e recomendação de produtos no e-commerce. Nossos produtos são usados por mais de 3.000 empresas, entre elas: BTG Pactual, Swile, Boavista, Sankhya, Jacuzzi. Nossos clientes são gestores e donos de empresas de PMEs, que buscam melhorar seu atendimento e assim seu resultado em vendas. - Liderar e desenvolver o time de Customer Success (4 pessoas). - Estruturar a jornada de clientes para os novos produtos da Leadster. - Criar playbooks escaláveis, com forte uso de automação e dados. - Definir e acompanhar métricas-chave (ativação, engajamento, churn, NRR, etc.). - Identificar pontos de fricção na jornada e propor soluções estruturais. - Trabalhar em conjunto com Produto e Marketing para evolução da experiência. - Implementar e otimizar estratégias de tech-touch / low-touch. - Garantir previsibilidade de receita da base. - Gerar insights acionáveis a partir do comportamento dos clientes. - Atuar diretamente na redução de churn e aumento de receita da base. - Realizar o atendimento e gestão de clientes estratégicos. Qualifications - Experiência em Customer Success. - Experiência em SaaS B2B. - Experiência com modelos low-touch / tech-touch. - Histórico de estruturação ou evolução de operações de CS. - Forte orientação a dados e métricas. - Capacidade de criar processos e escalar operações. - Experiência em liderança de times. - Boa comunicação e visão estratégica. - Habilidade de Inteligência Emocional. - Mentalidade de construção (“builder”). - Forte autonomia e senso de dono. - Capacidade de operar bem com ambiguidade. - Perfil analítico e orientado a eficiência. - Foco em escala, não apenas operação manual. Benefits - Modalidade: PJ. - Faixa salarial: À combinar. - Modalidade da vaga: 100% Remota. - Ambiente de trabalho sem vícios corporativos, com uma cultura humana e possibilidades claras de crescimento. - Day off no aniversário. Company Description Mais informações sobre a empresa em: leadster.com.br

• Analyze performance reporting to craft actionable insights and optimization recommendations for brand clients. • Achieve quarterly goals that include maintaining and growing year over year invoiced revenue. • Work closely with Account Executives and Project Managers to execute and launch client projects, including custom content builds, marketing campaigns, and other integrated initiatives. • Explain usage statistics, provide insights, and partner with Account Executives to drive measurable client ROI. • Serve as the day-to-day point of contact for a portfolio of client partners, ensuring strong communication and service. • Organize and lead client-facing platform training to elevate client knowledge of internal and external tools (analytics, sales rep training, order processing, etc.). • Maintain detailed records of client activities, key contacts, and personnel changes, and share updates with appropriate internal teams. • Collaborate with Account Executives to build and maintain master event calendars, planning promotional activities throughout the year. • Travel as needed for trade shows, client visits, and company-wide meetings.

• Maintain strong relationships with customer stakeholders, acting as a trusted advisor to drive ALICE adoption and long-term success. • Identify and manage upsell and expansion opportunities based for ALICE within your assigned customer base. • Craft value and business justification narratives in partnership with customers - ensuring positive user sentiment and account renewal. • Train and onboard client teams, tailoring sessions to their specific workflows and requirements. • Provide expert-level guidance and support, troubleshooting challenges and offering actionable insights to maximize client outcomes. • Act as the voice of the customer, capturing feedback, identifying pain points, and sharing insights to influence product roadmap.