Customer Success Coordinator (CSM)

November 18

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LWSA

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eCommerce • SaaS • Enterprise

LWSA is a pioneering company in digital solutions, providing an extensive ecosystem of services that supports businesses at every stage of their online journey. Specializing in e-commerce, marketplace integrations, ERP management, and digital presence enhancement, LWSA aims to empower entrepreneurs and developers by facilitating their digital transformation. With a commitment to innovative technology and customer-centric solutions, LWSA supports diverse business needs, including logistics, financial services, and customer engagement, positioning itself as a key player in the digital economy.

1001 - 5000 employees

Founded 1998

🛍️ eCommerce

☁️ SaaS

🏢 Enterprise

📋 Description

• Manage, motivate, and develop the team of Customer Success Managers (CSMs), ensuring high performance in managing the client portfolio. • Design and implement the team's training program, covering CS fundamentals, data analysis and metrics (data-driven), and development of communication and negotiation skills. • Implement learning methods such as shadowing, pairing with experienced CSMs, and ongoing market studies and benchmarking. • Lead the definition and execution of strategies to reduce churn. • Oversee the application of upsell and cross-sell strategies (Cross Solutions), ensuring excellent post-sales service and driving customer business growth. • Guide the team to act proactively on churn prevention, customer reactivation, and identification of root causes of low engagement. • Ensure the fluidity and effectiveness of customer journey stages: Kickoff, Onboarding, Adoption, Expansion, Reengagement, and Advocacy. • Monitor and manage the Health Score and Customer Engagement Score (CES), defining specific action plans for customers in different risk/opportunity bands. • Ensure the mapping and tracking of all stages of the customer journey, generating follow-up reports and periodic results. • Identify opportunities to improve internal processes based on customer feedback. • Collaborate with internal teams (Sales, Product, Support) to align strategies and ensure customer satisfaction. • Ensure effective use of the team's work tools, such as CustomerX (metrics and Health Score), Notion + Pluga (task management and automation), and Calendly (scheduling).

🎯 Requirements

• Education: Bachelor's degree in Business Administration, Marketing, IT, or related fields. • Experience: More than 3 years of experience managing Customer Success teams (CSMs). • Technical Knowledge: Proficiency in CRM tools, data analytics platforms, and project management. • Analytical Skills: Strong ability to interpret data, metrics (CES, Health Score, Churn, NPS/CSAT), and customer feedback to generate strategic insights. • Leadership: Experience developing training plans and monitoring the individual progress of team members. • Communication: Excellent communication and negotiation skills for high-level internal and external interactions.

🏖️ Benefits

• Medical insurance; • Dental insurance; • Meal voucher or food allowance; • Childcare assistance; • Home office allowance; • Profit-sharing program (PPR); • Day off during the month of the employee's birthday; • Life insurance; • Wellhub; • Férias&Co (travel benefit); • Zenklub (psychotherapy/nutritional counseling); • 6-month maternity leave and 20-day paternity leave; • Flexible working hours; • Education assistance and language course allowance.