Customer Success Manager responsible for client relationships and growth strategies for HSI products. Focused on account retention and upsell with high value customers in Australia.
About the role
- Head of Customer Success & Revenue leading a Customer Success strategy for a SaaS company. Focusing on retention, revenue expansion, and team development to ensure sustainable growth.
Responsibilities
- Lead and structure the Customer Success function, focusing on retention, expansion, and revenue predictability
- Transform the operation into a model oriented toward retention, expansion, and revenue predictability
- Monitor and act on metrics such as churn, NRR, LTV, CAC and cohorts
- Build and evolve playbooks for onboarding, account management, retention and expansion
- Establish targets, rituals, and performance management for the team
- Develop the team (approx. 10 people), raising execution standards and autonomy
- Lead retention initiatives and proactive churn-reversal efforts
- Work on strategic accounts, identifying upsell and cross-sell opportunities
- Connect Customer Success with Marketing, Sales and Product
- Establish a forecasting view for the active customer base.
Requirements
- Strong experience in Customer Success, preferably in SaaS companies
- Experience structuring or scaling Customer Success operations
- Proficiency with metrics such as churn, NRR, LTV, CAC and cohorts
- Experience with retention, revenue expansion and portfolio/account management
- Proven leadership experience and team development
- Strong analytical skills and data-driven decision making
- Proactive profile with a sense of urgency, autonomy and ownership of results
- Availability to work hybrid in Esteio (1–2 days per week).
Benefits
- Meal allowance of R$35.00/day
- Transportation voucher or commuting allowance
- Doctor Clin health plan (20% co-pay after 3 months)
- Productivity bonus
- Birthday day off
- Creative, collaborative environment with autonomy to test ideas and propose improvements.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Manager maintaining strong relationships with HSI's small - medium clients and ensuring product satisfaction. Achieving account growth and renewal objectives in Australia, specifically in Sydney.
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