Customer Success Coordinator

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil seeks a strategic Customer Success leader for the Operators segment to drive portfolio growth, revenue expansion, and higher product utilization while deepening relationships with strategic clients. You will manage and develop a high‑performing CS team, craft ABM‑driven account plans, and partner with Product, Sales, Marketing, and Ops to deliver measurable outcomes.

This role requires execution discipline, data‑driven decision making, and a passion for turning client needs

Qualificações

• Strong experience leading Customer Success in B2B, healthcare, technology, SaaS, or health operators/payers.
• Experience managing teams, setting and tracking goals, developing people, and establishing routines.
• Experience in cross-sell, up-sell, retention, and increasing product utilization within existing accounts.
• Ability to build relationships with strategic clients and stakeholders at different levels.
• Translate strategy into practical execution plans and organize a portfolio of accounts.
• Experience with complex sales, consultative negotiation, and long-term relationship building.
• Analytical mindset to track KPIs and make data-driven decisions on revenue metrics.
• Autonomy, ownership mindset, and ability to drive initiatives end-to-end.
• Strong communication and influencing skills to mobilize cross-functional teams.
• Excellence in execution, attention to detail, and disciplined follow-up.
• Familiarity with ABM, strategic account management, and customized client plans.
• Knowledge of supplementary healthcare market, insurers/operators, telemedicine, or digital health solutions.
• Experience in high-growth environments with aggressive targets and team-building.
• Familiarity with CRM, pipeline management, CS metrics, forecasting, NDR, churn, utilization.

Responsabilidades

• Lead the commercial Customer Success strategy for the Operators segment to drive portfolio growth and revenue expansion.
• Manage and develop the CS team to ensure high performance and disciplined execution.
• Build and execute ABM-based account plans prioritizing strategic clients and expansion opportunities.
• Lead expansion opportunities, ensuring pipeline progression and predictable conversions.
• Develop strategic relationships with operators to expand opportunities within accounts.
• Monitor revenue, utilization, retention, expansion, funnel, targets, and team performance; act to correct course.
• Foster an autonomous, high-performance culture and ownership mindset across the team.
• Collaborate with Product, Operations, Marketing, Data, Finance and Support to enable solutions and timely delivery to clients.
• Identify growth opportunities, cross-sell and upsell potential, and journey improvements.
• Lead with urgency and accountability to exceed targets and raise execution standards.

Conhecimentos

Revenue Expansion

Cross-Sell and Up-Sell

Consultative Negotiation

KPI Tracking

Account Management

ABM Strategy

Portfolio Organization

Execution Planning

Healthcare Product Knowledge

Ferramentas

CRM

Descrição da oferta de emprego

Responsibilities

• Lead the commercial Customer Success strategy for the Operators segment, ensuring portfolio growth, revenue expansion, increased product utilization, and strengthening relationships with strategic clients.
• Manage and develop the team, ensuring high performance, execution discipline, account organization, and a constant focus on results.
• Build and execute account commercial plans with an ABM mindset, prioritizing strategic clients, expansion opportunities, and engagement with decision‑makers.
• Play a leading role in generating, driving, and closing expansion opportunities, ensuring pipeline progression, predictability, and conversion.
• Develop close, strategic relationships with operators, strengthening Conexa’s presence and expanding opportunities within accounts.
• Monitor revenue, utilization, retention, expansion, funnel, targets, and team performance metrics, proposing corrective actions whenever necessary.
• Ensure excellence in building, managing, and evolving the team, promoting autonomy, an ownership mindset, commercial intensity, and a high‑performance culture.
• Work in partnership with internal teams such as Product, Operations, Marketing, Data, Finance, and Support to enable solutions, unblock opportunities, and ensure consistent delivery to the client.
• Identify growth opportunities, cross‑sell and up‑sell potential, and journey improvements, turning operational challenges and client demands into new revenue levers.
• Act with a strong sense of urgency, result orientation, and proactive leadership to exceed targets and raise the area’s execution standards.

Requirements

• Strong experience leading Customer Success, preferably in B2B, healthcare, technology, SaaS, health operators/payers, or consultative markets.
• Experience managing teams, including setting and tracking goals, developing people, enforcing performance expectations, and establishing management routines.
• Experience in cross‑sell, up‑sell, revenue expansion, retention, and increasing product utilization within existing accounts.
• Strong ability to build relationships with strategic clients, decision‑makers, and stakeholders at different levels.
• Ability to organize a portfolio, prioritize accounts, and translate strategy into practical execution plans.
• Experience with complex sales, consultative negotiation, account expansion, retention, and long‑term relationship building.
• Analytical mindset to track KPIs, interpret performance data, and make decisions based on revenue, utilization, retention, and expansion metrics.
• Autonomy, an ownership mindset, and the ability to drive initiatives end‑to‑end without constant direction.
• Strong communication and influencing skills, with the ability to mobilize different areas to turn plans into action.
• Excellence in execution, attention to detail, disciplined follow‑up, and a focus on delivering consistent results.
• Knowledge that distinguishes you:
• Previous experience with ABM, strategic account management, and building customized plans per client.
• Knowledge of the supplementary healthcare market, health insurers/operators, telemedicine, or digital health solutions.
• Experience with healthcare‑related products, care pathways, or digital medical services.
• Experience in high‑growth environments with aggressive targets, need for process structuring, prioritization, and team building.
• Familiarity with CRM, pipeline management, Customer Success metrics, forecasting, NDR, churn, utilization, and performance rituals.
• Ability to perform well in dynamic environments with multiple priorities, pressure for results, and the need to influence across areas.
• Track record of building strong teams, developing talent, creating a high‑performance culture, and enforcing high delivery standards.

Hard Skills

• Revenue Expansion
• Cross‑Sell and Up‑Sell
• Consultative Negotiation
• KPI Tracking
• Account Management
• Performance Metrics Analysis
• ABM Strategy
• Portfolio Organization
• Execution Planning
• Healthcare Product Knowledge

Soft Skills

• Strong Communication
• Influencing Skills
• Attention to Detail
• Proactive Leadership
• Result Orientation