• Provide FCRM research, evaluation, operational, reporting and/or analytical support to business (FCRM) partners • Co-ordinate requests to and from, business (FCRM) partners • Assist in the preparation of summaries, communications, reports and presentations for management, regulators, and other internal and external stakeholders • Recommend responses to enterprise FCRM Program questions and escalate any sensitive issues according to departmental procedures • Analyze data and draw conclusions to meet program health reporting requirements • Proactively identify matters requiring additional review and escalation

• Como temos caminhado junto a empresas de grandiosas dimensões, precisamos oferecer cuidados especiais a esses negócios. Queremos, junto a você, continuar entregando experiências fantásticas a essas organizações! • Na vaga de ANALISTA DE SUCESSO DO CLIENTE (RETENÇÃO DE MÉDIAS/GRANDES CONTAS), você será responsável por: • Conduzir estratégias e iniciativas que reduzam os índices de churn em sua carteira de clientes; • Identificar oportunidades de upsell e cross-sell no dia a dia com empresas clientes; • Monitorar e garantir a satisfação das empresas que usam a VExpenses e estão sob a sua responsabilidade; • Participar de reuniões com clientes, acompanhando as suas expectativas frente ao valor ofertado pelas soluções da VExpenses; • Acompanhar alguns dos nossos clientes Key Accounts, realizando contatos frequentes de modo a construir relacionamentos e identificar questões a serem tratadas.

• Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs. • Own the team's renewal performance and drive toward a consistent 95%+ renewal rate. • Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else. • Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential. • Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan. • Develop a deeper understanding of the DataGrail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions. • Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations. • Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage. • Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations. • Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership. • Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows.

• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships. • Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth • Oversee and effectively leverage an offshore or shared resource to support operational efficiency • Drive adoption and utilization of Onit products and services across the target customer base • Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities • Serve as an escalation point for customer risks, challenges, and complex engagements • Own aggregate customer health, retention, and renewal readiness • Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management • Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions • Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes