Portfolio Jobs

Director of Customer Success

Simetrik Greater São Paulo Area (Remote)

About the role:

The Director of Customer Success Management (CSM) will lead our Customer Success team and drive exceptional value for our clients in the highly dynamic fintech sector. This role is crucial for ensuring high customer retention, maximizing customer lifetime value and evolving customers into active promoters of our innovative financial technology solutions.

Key Responsibilities

Strategic Leadership and Management

• Develop and execute the overall Customer Success strategy, aligning with company growth objectives and product roadmap.
• Lead, mentor, and scale a high-performing team of CSMs, fostering a culture of proactive engagement, assess and manage employee performance, and ensuring essential product-knowledge, and customer advocacy.
• Define, track, and manage key performance indicators (KPIs) for the CSM team, including Gross Retention Rate, Net Revenue Retention (NRR), Customer Satisfaction (CSAT)/Net Promoter Score (NPS), and Time-to-Value (TTV).
• Manage the renewal process and upsell/cross-sell opportunities in collaboration with Sales, ensuring seamless transitions and account growth.

Customer Experience and Value Realization

• Establish and standardize the customer journey, including on-boarding, adoption, training, and ongoing success playbooks tailored for enterprise fintech clients.
• Serve as a high-level escalation point for critical customer issues, ensuring rapid resolution and maintaining strong client relationships.
• Gather and synthesize customer feedback to inform product development, marketing, and sales strategies.

Minimum Qualifications:

• Bachelor’s degree in Business, Finance, or a related field; MBA preferred.
• 7+ years of progressive experience in Customer Success, Account Management, or Consulting, with at least 3+ years in a leadership role managing a team.
• Proficient in SaaS, Cloud technology, and data analysis tools
• Experience working directly within the Fintech or Financial Services software industry.
• Proficient in Spanish/English (Portuguese, English, Spanish - Brazil)
• Exceptional written and verbal communication skills, including experience presenting to C-level executives.
• Ability to travel as required for key client meetings and industry events.

Benefits:

• Well-funded and proven startup with large ambitions and competitive salaries.
• Entrepreneurial culture where pushing limits, creating and collaborating is everyday business.
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% Remote Work (You choose where to work from)
• 500USD a year for you to invest in learning
• 2 Family days
• 1 full day off for your birthday

Simetrik considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Join a team of incredibly talented people that build things, are free to create and love collaborating!

I authorize Simetrik to be the data controller and, as such, it may collect, store and use for the purposes of my possible hiring, under the conditions described in this document. I also give my consent to Simetrik to treat my personal data information in accordance with the Personal Data Treatment Policy available at https://simetrik.com/, which was made known to me before collecting my personal data.