Customer Success Manager (CSM)

Billor; Joinville; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A Billor está em busca de um Customer Success Manager (CSM) que será responsável por gerenciar uma carteira de motoristas e analisar seu desempenho. O candidato ideal terá experiência em Customer Success, fluência em Português e habilidades em análise de dados. Aqui, você terá a oportunidade de impulsionar o sucesso dos motoristas através de conselhos estratégicos e um acompanhamento próximo. Com uma missão voltada à comunidade e ao suporte do motorista, você fará a diferença na vida de muitos.

Serviços

Plano de saúde e odontológico (Amil)

Férias pagas

Dias de folga

Cartão flash (supermercados e restaurantes)

Bônus anual baseado em desempenho

Elegibilidade ao LTIP (Plano de Incentivo de Longo Prazo)

Qualificações

• Fluente em Português, Inglês e Espanhol.
• Experiência em métricas de CS e SaaS (churn, retention, NPS).
• Habilidades excepcionais de comunicação e negociação, especialmente por telefone.

Responsabilidades

• Gerenciar uma carteira de motoristas, garantindo engajamento e retenção altos.
• Analisar métricas de desempenho para suportar a tomada de decisão.
• Atuar como conselheiro estratégico para motoristas, resolvendo problemas.

Conhecimentos

Comunicação

Negociação

Gestão de Relacionamento

Análise de Dados

Proatividade

Solução de Problemas

Formação académica

Experiência prévia em Customer Success ou Gestão de Contas

Ferramentas

HubSpot

Google Sheets

Descrição da oferta de emprego

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About Us

At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About Us

At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About The Role

If you are passionate about Customer Success and want to make a difference in the lives of our drivers and customers, helping them grow and succeed, join our team!

As a Customer Success Manager, you will be responsible for managing a portfolio of drivers, analyzing their performance and supporting them proactively to increase retention and lifetime value. You will collaborate with cross-functional teams and act strategically to drive growth and ensure satisfaction.

Responsibilities

• Manage a portfolio of drivers, ensuring high engagement, retention, and satisfaction
• Conduct regular business reviews with drivers by phone, focusing on performance, revenue, and opportunities for improvement
• Analyze key metrics such as churn, retention rate, NPS, LTV, and CAC to support decision-making and identify risks/opportunities
• Develop and implement action plans to improve driver performance and financial outcomes
• Act as a strategic advisor to drivers, identifying pain points and working cross-functionally (with teams such as loads, maintenance, and finance) to resolve them
• Address and overcome objections in delicate or complex situations, ensuring alignment with company goals
• Monitor driver revenue, weekly activity, and trends to anticipate challenges and proactively offer support
• Plan and execute initiatives to drive engagement, loyalty, and growth within the portfolio
• Create and share performance dashboards and personalized insights with drivers
• Utilize tools such as HubSpot (CRM) and Google Sheets for data management, tracking, and reporting
• Participate in the development of new Customer Success processes and best practices
• Lead by example, supporting continuous improvement and knowledge sharing within the CS team
  
  

Requisitos

• Fluent in English, Portuguese, and Spanish
• Fluency in Brazilian Portuguese (speaking, reading, and writing)
• Previous experience in Customer Success or Account Management, preferably in SaaS, transport, logistics, or fintech
• Strong understanding of CS and SaaS metrics: churn, retention, NPS, LTV, CAC, etc.
• Ability to analyze data and derive actionable insights using Google Sheets or similar tools
• Experience with CRM tools, preferably HubSpot
• Experience in managing customer portfolios and delivering results
• Excellent communication, negotiation, and relationship management skills, especially over the phone
• Proactive, strategic mindset with strong problem-solving ability
• Results-driven, organized, and capable of working independently
• On-site in Joinville, SC
  
  

Benefícios

• Health and dental plan (Amil)
• Paid vacation
• Holidays off
• Flash card (supermarket and restaurants)
• Annual bonus based on both company and individual performance
• Eligibility to the LTIP (Long Term Incentive Plan)

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Consumer Services

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