Founding Customer Success Manager

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🕒 Julho 8

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Aspire Software

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏨 Hospitalidade

📦 Logística

🏗️ Construção

Hospitality • Logistics • Construction

A Aspire Software está comprometida em estimular, aprimorar e expandir empresas ao investir em seus recursos, conhecimento e melhores práticas. A companhia foca em capacitar líderes empresariais e fomentar a inovação por meio de uma tomada de decisão descentralizada, visando criar um ambiente colaborativo e adaptável. A Aspire Software atende a diversos setores, oferecendo suporte em fusões e aquisições (M&A), expansão internacional e Business Intelligence (BI), sempre priorizando relacionamentos de longo prazo com os clientes e o desenvolvimento dos colaboradores.

Descrição

• Own customer onboarding and activation: Lead new customers through implementation: configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows. • Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day. • Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved. • Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows. • Drive retention and customer health: Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data. • Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them. • Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve. • Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer. • Identify growth and expansion opportunities: Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases. • Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration. • Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth. • Build the success function: Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes. • Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot). • Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers. • What Success Looks Like: In the first 90 days: You’ve onboarded your first cohort of customers and they are live, with Carla answering calls and creating bookings. A repeatable onboarding playbook is documented and being refined based on real customer feedback. Customer health tracking is in place and you have clear visibility into adoption and engagement across your accounts. You’ve built trusted relationships with early customers and are their go to contact for anything Carla related. In 6 to 12 months: Customer retention is strong: the majority of customers onboarded are renewing and actively using the product. Onboarding time to value has improved measurably through playbook iteration and process refinement. You’ve identified and supported expansion within existing accounts, contributing to revenue growth beyond initial contracts. Customer feedback loops are producing actionable insights that are influencing product and go to market decisions. The customer success function has clear processes, health metrics, and documentation that could support scaling the team.

🎯 Requisitos

• 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS. • Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn. • Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously. • Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical. • Proactive and empathetic: you anticipate customer needs rather than waiting for escalations. • Comfortable working with data to monitor customer health, spot trends, and inform decisions. • CRM experience (HubSpot, Salesforce, or equivalent). • Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment. • Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus. • Experience onboarding customers onto AI, automation, or voice/conversational technology products. • Experience building or materially improving customer success processes, playbooks, or health scoring from scratch. • Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question. • Startup or early stage SaaS experience where you had to build the function, not just run it.