Customer Success Specialist

edrone; São José dos Campos; Hybrid; BRL 42,000 - 54,000; Full time

Benefits offered by this job

Performance-based commission

Hybrid work model

Health & dental insurance

TotalPass

Food & transportation vouchers

Free English lessons

Therapy sessions

SESC full credential

A dynamic, innovative environment

Salary range: R$3.800,00 - R$4.800,00

Job summary

edrone is seeking a hands-on Customer Success Specialist in São José dos Campos, Brazil. You will drive client retention, negotiate contracts, and grow revenue with our AI-driven eCRM platform.

You’ll work in a hybrid setup, combining in-office collaboration with remote flexibility to ensure client success across the portfolio. Ideal candidates have experience in customer success, strong negotiation skills, and a data-driven mindset.

Qualifications

• Experience in Support, Account Management, or Customer Success.
• Strong negotiation & relationship management skills.
• Knowledge of eCommerce, marketing, and data-driven decision-making.
• Intermediate English (B2+ level).

Responsibilities

• Manage long-term relationships, ensuring engagement and satisfaction.
• Identify and reduce churn risks through proactive strategies.
• Conduct strategic meetings to optimize client ROI.
• Upsell & cross-sell to increase MRR and renegotiate contracts.
• Lead training sessions & webinars to drive client adoption.
• Address client challenges proactively and coordinate across teams.
• Develop guides, case studies, and training materials.

Skills

Customer Success

Account Management

Negotiation

English Proficiency

Job description

Are you passionate about eCommerce and Customer Success? Do you thrive on building strong relationships and driving business growth? If so, this is your chance to make a real impact! As a Customer Success Specialist at edrone, you’ll be responsible for client retention, contract negotiations, and revenue growth, ensuring our clients maximize their success with our AI-driven eCRM.

What we Offer

• Performance-based commission
• Hybrid work model – São José dos Campos office (at least 2 times per week)& remote flexibility
• Health & dental insurance
• TotalPass
• Food & transportation vouchers
• Free English lessons
• Therapy sessions (Telavita)
• SESC full credential
• A dynamic, innovative environment
• Salary range: R$3.800,00 - R$4.800,00

What your typical day will look like:

• Client Success & Retention:
  • Manage long-term relationships, ensuring engagement and satisfaction.
  • Identify and reduce churn risks through proactive strategies.
  • Conduct strategic meetings to optimize client ROI.
• Revenue Growth & Negotiations
  • Upsell & cross-sell to increase MRR.
  • Renegotiate contracts to align with evolving client needs.
  • Lead training sessions & webinars to drive client adoption.
• Problem-Solving & Escalations
  • Address client challenges proactively, collaborating across teams.
  • Ensure a seamless experience by identifying and solving pain points.
• Education & Value Creation
  • Developguides, case studies, and training materials.
  • Stay ahead of eCommerce trends and advise clients on best practices.

What we are looking for:

• Experience in Support, Account Management, or Customer Success
• Strong negotiation & relationship management skills
• Knowledge of eCommerce, marketing, and data-driven decision-making
• Intermediate English (B2+ level)

Bonus if you have:

• Experience with B2B clients, contract negotiations, and upselling
• Background in conducting training & webinars

This role will be perfect for you if:

• Have experience and enjoy working with customers and building relationships with them is your second nature
• You're not afraid of new challenges, your energy and proactive attitude make no task scary for you!
• You speak English on a communicative level - as an international company you will be in contact with English constantly!
• There's a lot going on in our company, so if you work well under time pressure while remaining calm and efficient, we'll definitely get along!
• You are able to act independently and are not afraid to take responsibility for your actions - ownership is the key to success for us!
• Continuous development and qualification are an integral part of your life - we want you to be able to grow with us every day!
• Your strengths include knowledge of marketing basics or an interest in eCommerce, and the world of trends and innovation is a natural fit for you!

Recruitment Process

1. 30 minutes interview with Giovanna Dias, People & Culture;
2. 45 minutes interview with Talitha Diane, Customer Success Team Leader;
3. 45 minutes interview with Luiza Lamarca, Support Manager;
4. Final decision & feedback.

Regardless of the decision after each stage, you will always receive feedback regarding your candidacy.