Customer Success Manager

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NP Digital Brasil

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🛍️ eCommerce

📱 Media

eCommerce • Marketing • Media

NP Digital Brasil is a global digital marketing agency specializing in end-to-end marketing solutions designed for both large enterprises and small to medium-sized businesses. The agency offers a comprehensive suite of services including data analytics, conversion optimization, user experience design, search engine optimization, content marketing, and media strategy among others. Recognized for its innovative approaches and award-winning work, NP Digital Brasil leverages technology and creativity to help clients achieve measurable growth and enhance their online presence.

📋 Description

• Ensure excellent customer service, driving continuous improvements in the customer journey and project delivery. • Cascade and implement NP Digital's strategy to guide the area's development and ensure the achievement of OKRs and customer success targets. • Lead and develop the Customer Success team, including recruitment, onboarding, performance management, team morale, development, and offboarding. • Monitor and manage key area metrics such as NPS, churn, upsell, cross-sell, delays, and renewals. • Promote cross-functional integration, working collaboratively to optimize processes and tools and to ensure the best customer experience. • Drive service evolution through market trends, improvement suggestions, and strategic innovations. • Support business growth by generating new opportunities within existing accounts. • Provide insights and analyses to the executive team on the evolution of the client portfolio and key Customer Success learnings. • Visit clients at key strategic moments.

🎯 Requirements

• Experience in Client Services or Account Management at digital marketing and/or advertising agencies. • Proven experience leading teams, with the ability to develop people and foster a high-performance environment. • Solid knowledge of Paid Media, SEO, CRO, Data, and other areas of digital marketing. • Based in São Paulo (SP) or the surrounding region. • Conversational English. • Strong communication, negotiation, and project management skills. • Strategic mindset and strong command of customer success metrics. • Business acumen (ability to engage with C-level stakeholders, focus on revenue metrics, retention, upsell, and leading renegotiations).

🏖️ Benefits

• Birthday day off • Paid time off • Remote work • Flexible hours