• Structure segmentation and clustering of the customer base; • Define performance, propensity, profitability and risk cohorts; • Create commercial and financial prioritization models; • Develop lifecycle strategy for the customer portfolio; • Identify levers to grow TPV (Total Payment Volume) and receivables cession; • Define monetization strategies by customer profile; • Maximize LTV and customer retention; • Build profitability models by customer and cohort; • Direct commercial activity priorities; • Define appropriate offers for each customer profile; • Build activation, retention and win-back (recovery) campaigns; • Integrate commercial and financial intelligence; • Turn transactional data into operational strategy; • Develop performance indicators for the ecosystem; • Identify expansion and monetization opportunities; • Establish an analytical view of the financial value chain.

• Serve as the owner of monitoring and governance for key Customer Success metrics, ensuring conceptual consistency and reliability in measures such as churn rate, early churn, NRR/NDR, retention metrics, time-to-first-value, ongoing metrics, usage metrics, health score, stickiness, adoption metrics, and others. • Maintain regular tracking of the department’s metrics and provide strategic insights to company leadership on drivers behind metric fluctuations. • Support the planning and evolution of Customer Success metrics, contributing to the definition, review, and standardization of indicators that accurately reflect customer base health and the impact of CS initiatives. • Prepare executive reports that summarize the main results and trends of the Customer Success operation. • Recommend improvements and adjustments to the customer journey based on market best practices and data. • Create and deliver performance presentations for leadership and partner teams, translating data and metrics into clear, action-oriented narratives that highlight risks, opportunities, and recommendations. • Support the planning, definition, and evolution of Customer Success KPIs, ensuring consistency and correct interpretation of the area’s metrics. • Work closely with Customer Success, Support, Product, Revenue Operations, BI and other company teams to ensure alignment in the interpretation and use of metrics. • Support Customer Success leaders and teams in reading and leveraging performance indicators, helping to drive more data-informed decisions in account management.

• Own CS operations end to end: account health monitoring and alerting, renewal and expansion workflows, lifecycle process design, and book-of-business management and hygiene • Own SD&D operational infrastructure in Salesforce: implementation tracking, milestone forecasting, onboarding risk signal detection, and Sales-to-post-sales handoff workflows • Build and maintain the analytics and reporting infrastructure CS and SD&D leadership rely on, including notification and signal delivery systems • Serve as system administrator for CS and SD&D: flows, validation rules, permission sets, assignment rules, and custom configurations following RevOps governance best practices • Convert manual reporting, data cleanup, and recurring administrative work into automated, repeatable processes • Partner with CS and SD&D leadership to identify operational gaps, scope improvements, and drive them to completion • Manage RevOps projects and serve as the primary RevOps contact for CS and SD&D, with proactive stakeholder communication throughout

• Build and own the RevOps function from the ground up. • Own the end-to-end forecast process and accountability for forecast accuracy. • Run weekly pipeline reviews and deal inspection cadences with the sales team. • Drive pipeline hygiene: stage definitions, close-date discipline, and deal scoring. • Administer and rationalize the GTM tech stack (CRM and all connected tools). • Establish and enforce a single source of truth for pipeline, revenue, and GTM data. • Design and document the lead-to-cash process with clear ownership at each stage. • Build and enforce data entry standards and process compliance across GTM teams. • Build the dashboards and metrics leadership uses to run the business. • Translate data into actionable insights; proactively surface trends and risks. • Own territory design, quota modeling, and compensation plan operations. • Partner with finance on revenue reconciliation and GTM budget tracking.