Director of Customer Success for ERP Platform
Opportunity Summary
A função é liderar o Customer Success de ponta a ponta, garantindo uma experiência pós-venda consistente e mensurável. Você irá desenhar o modelo de serviço, definir segmentação de clientes, estruturar playbooks e tooling, e criar mecanismos de performance e governança. O papel também envolve enablement escalável para equipes e alinhamento entre processos do produto e necessidades do cliente, especialmente considerando integrações e fluxos do ERP e do ecossistema CAD/CAM. Como líder estratégico e orientado à execução, você atuará na unificação de práticas em contexto de crescimento e expansão.
Ideal Candidate
Líder de Customer Success com experiência em SaaS B2B, capaz de desenhar processos e métricas, e gerenciar execução com foco no cliente. Forte em comunicação intertimes e em transformar estratégia em operação escalável.
Project Insights
- Liderança de CS em SaaS costuma valorizar clareza de segmentação e previsibilidade
- Estruturar onboarding, adoção e saúde do cliente reduz churn e aumenta expansão
- Playbooks e tooling ajudam a tornar o processo repetível e escalável
How to Prepare
- Prepare um resumo de KPIs que você já liderou, como saúde do cliente, adoção e retenção
- Traga um exemplo de playbook ou modelo de serviço que você estruturou do zero ou unificou
- Tenha cases que mostrem integração entre customer success e produto/suporte
Typical Challenges
- Padronizar CS em múltiplos produtos e jornadas pós-venda
- Definir indicadores e governança para medir valor entregue
- Escalar enablement e operação sem perder qualidade
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Project Details
Skills & Requirements
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