Customer Success Lead

Motiv8AI; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading AI solutions firm in Brazil is seeking a Customer Success Lead to drive post-sales success for strategic accounts. This role involves senior-level ownership without organizational overhead, managing customer relationships, and ensuring revenue growth and retention. Candidates should have over 6 years of experience in customer success, especially within B2B SaaS markets, and must be fluent in Portuguese and English. The position offers high autonomy and a direct impact on customer trust and revenue continuity.

Serviços

High autonomy

Direct impact on revenue continuity

Qualificações

• 6+ years in Customer Success or similar roles.
• Proven track record with strategic accounts in B2B SaaS.
• Experience with financial services customers.

Responsabilidades

• Own a portfolio of strategic accounts post-contract.
• Lead onboarding and operations of the platform.
• Drive renewals and manage commercial conversations.

Conhecimentos

Native-level Portuguese

Fluent professional English

Strong commercial and negotiation skills

Executive presence

High technical literacy

Descrição da oferta de emprego

About Motiv8AI Motiv8AI develops AI and behavioral science solutions that help financial institutions improve client engagement, risk management, and credit scoring.

Role Overview

We are seeking a Customer Success Lead to own and scale post-sales success for strategic accounts in Brazil. This is a contract-based role with direct accountability for revenue growth, diversification and retention. You will serve as the senior post-sales owner for high-value customers, acting as a trusted advisor to executive stakeholders while driving adoption, value realization, and contract renewals.

Key Responsibilities

Strategic Account Ownership

• Own a portfolio of strategic accounts post-contract signature
• Act as the primary executive point of contact for customers
• Drive revenue growth, diversification, and retention aligned with customer business objectives
• Ensure measurable ROI and value realization across the customer lifecycle

Post-Sales Execution

• Lead onboarding, rollout, and operationalization of the platform
• Identify cross-sell opportunities and drive efforts to close them
• Monitor customer health, usage, and risk indicators
• Proactively identify and mitigate churn risks
• Own escalations across technical, operational, and commercial dimensions

Renewals & Commercial Responsibility

• Lead and execute contract renewals end‑to‑end
• Drive renewal forecasting and pipeline accuracy
• Manage commercial conversations in coordination with Sales or leadership
• Identify and qualify expansion opportunities within strategic accounts

Financial Services & Regulatory Enablement

• Support banks, fintechs, and payment providers operating under BACEN, LGPD, and security standards
• Guide customers on best practices for operating in regulated, high‑availability environments
• Represent regulatory and compliance‑driven requirements internally

Internal Leadership & Influence

• Serve as the voice of strategic customers internally
• Influence product roadmap based on enterprise and regulatory needs
• Collaborate with Product, Engineering, Support, and Sales leadership
• Help define and improve post‑sales and renewal playbooks

Required Qualifications

Experience

• 6+ years in Customer Success, Strategic Account Management, or Enterprise Post‑Sales roles
• Proven ownership of strategic accounts and renewals in B2B SaaS or platform companies
• Experience working with financial services customers (banks, fintechs, payments)
• Strong background supporting enterprise‑grade, mission‑critical systems

Skills & Capabilities

• Native‑level Portuguese and fluent professional English
• Strong commercial and negotiation skills, especially for renewals
• Executive presence and ability to engage C‑level and VP stakeholders
• High technical literacy (APIs, platforms, data, security concepts)
• Structured, proactive, and highly autonomous working style

Market & Regulatory Knowledge

• Familiarity with the Brazilian financial ecosystem
• Practical understanding of BACEN regulations, LGPD, and compliance frameworks
• Experience operating in regulated production environments

Contract Details

• Contract‑based engagement (independent contractor)
• Flexible structure with clear ownership and accountability
• Performance‑driven success metrics tied to renewals and retention
• Potential for long‑term extension based on impact and results

Success Metrics

• Gross and Net Revenue Retention for strategic accounts
• Renewal close rate and forecast accuracy
• Product adoption depth and customer health scores
• Executive engagement and satisfaction (NPS / CSAT)
• Expansion opportunity identification and influence

Why This Role

• Senior‑level ownership without organizational overhead
• Direct impact on revenue continuity and customer trust
• Work with top‑tier financial institutions in Brazil
• High autonomy in a fast‑moving, product‑driven environment