Head of Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 42 days.
• No salary listed.

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Atlas Governance

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

☁️ SaaS

💰 Series A on 2021-12

Governance • Cybersecurity • SaaS

Atlas Governance is a digital governance platform that simplifies and secures the management of boards, committees, and assemblies for various organizations, including public, private, and non-profit sectors. It provides tools for meeting invitations, document management, project management, and electronic voting, all while ensuring a high level of cybersecurity. Atlas Governance aims to enhance transparency, engagement, and efficiency in decision-making processes for its users.

📋 Description

• Lead the entire post-sales customer adoption and retention journey across Brazil, Latin America, and the United States • Lead, develop, and retain the Onboarding, Ongoing, Governance Enablement, and Digital CS teams • Set individual goals, assign customer portfolios, and lead management routines • Hire for open positions and structure internal onboarding and development tracks • Ensure implementations are delivered on time, with high-quality kickoffs and go-lives • Standardize the implementation methodology for Brazil, Latin America, and the United States • Own customer adoption, Health Score, and retention across the customer base in partnership with Renewals • Ensure EBRs and success plans are in place for Enterprise accounts • Anticipate churn risks and coordinate recovery plans • Structure training, content, best practices, and Governance Enablement events • Oversee the Digital Journey for hybrid and long-tail segments, including triggers, automations, and playbooks • Adapt the Customer Success journey to the realities of Latin America and the United States • Support expansion in the United States and establish service operations for the first customers • Define and monitor team KPIs, reporting to the VP of CSCX • Drive the adoption of AI agents and automation across Customer Success workflows • Bring customer feedback to Product and influence the roadmap

🎯 Requirements

• Experience in B2B SaaS Customer Success, with experience leading CS teams, including leading managers or multidisciplinary teams • Proven experience leading Onboarding/Implementation and Ongoing engagements for mid-market and Enterprise customers • Experience with segmented CS models: high-touch, hybrid, and digital/tech-touch • Track record of improving retention, GRR/NRR, adoption, and Health Score • Experience working with customers in Latin America and/or the United States • Strong command of SaaS metrics and data-driven management, including CRM, product analytics, and dashboards • Native or fluent Portuguese, with advanced Spanish and English • Hands-on profile, with the ability to build processes from the ground up and scale them

🏖️ Benefits

• Health insurance allowance • Home office allowance • Meal allowance • Spanish lessons • Birthday leave for the employee and their children

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