Customer Success Lead - Brazil

Sao Paulo, Brazil
Customer Success /
Full-Time /
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Hi there! We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.

We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.

We are the #1 Leader everywhere! We are recognized as a leader in The Forrester Wave™ for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner® Magic Quadrant™ for Personalization Engines. But wait, there is more. For 21 quarters in a row, we’ve been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.
We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.

Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.

What is this role about?:

    • leads the curious customer success team who are responsible for Brazil accounts
    • guides the team to reach their full potential
    • handles overall responsibility for managing our relationship with our partners
    • monitors, facilitates and consults the partner during the adoption process of our technology
    • establishes a trusted adviser relationship that works to ensure our partner’s full satisfaction with our technology
    • proactively monitors our partner’s activity and provides on-time and around-the-clock insights and solutions to the partner
    • liaises with our internal teams to improve our partner’s outcome and the performance of our technology
    • designs chatbots to help our partners meet their needs and goals
    • prioritizes and drives the resolution of escalated partners’ issues
    • acts as a liaison between our product management and the partner, focusing on communicating the workday roadmap and how the roadmap will influence customer activities.
    • creating documentation to guide our customers through our Knowledge Management System

What we expect from you:

    • a bachelor’s degree
    • have minimum 3 years of experience in customer-oriented positions and minimum 1 year in a leadership position, prior experience in SaaS would be a plus
    • can show us that “you’ve got what it takes” to collaborate and build visionary solid relationships with customers, especially at the executive level. Aka, your sharp business acumen
    • have solid oral and written communication abilities, positive and energetic presentation skills and exquisite listening skills.
    • are a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients
    • go-getter and self-starter attitude with a track record in taking initiative and owning end-to-end deliverables in a fast-paced environment
    • to juggle multiple tasks at the same time with the superior project and time management skills. And a keen eye for detail!
    • ability to analyze and interpret chatbot data to run retrospectives and evaluations to continually assess and identify areas for improvement
    • cherish one of our core ethos: care. You’ll need to care for our clients and your team.
    • have the ability and flexibility to work in a fast-paced startup environment
    • native Portuguese speaker with an advanced level of English skills, Spanish is a plus.
    • having a solid understanding of chatbots is not necessary but would definitely be a plus!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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