Customer Success Specialist – AI Platform

• Lead the onboarding of new customers, guiding them through the platform, its features, and use cases
• Closely manage the customer journey, especially during the first 90 days after implementation
• Conduct follow-up meetings to understand needs, answer questions, and support effective use of the solution
• Monitor customer adoption and engagement with the platform, identifying challenges and opportunities for improvement
• Identify risks of dissatisfaction, low usage, or cancellation (churn), taking preventive action to improve the customer experience
• Serve as a liaison between customers and internal teams, communicating feedback, questions, and needs to the appropriate stakeholders
• Keep customers informed about the progress of initiatives and actions related to their needs
• Translate customer requests into clear information for internal teams, contributing to the evolution of the solution and its processes
• Build close, consultative relationships with Brazilian and international customers
• Contribute to the development of Customer Success processes, metrics, and operating routines
• Identify opportunities to improve the customer experience, platform adoption, and customer retention

• Experience in Customer Success, particularly in technology companies, SaaS, or digital businesses
• Advanced spoken English to support US and Brazilian customers
• Excellent verbal and written communication skills, with the ability to adapt the approach to different customer profiles
• A consultative mindset, with the ability to understand needs, investigate challenges, and propose solutions
• Ability to build trusted relationships and support customers closely and proactively
• Strong organizational skills and the ability to manage multiple customers, requests, and follow-ups simultaneously
• Proactive approach to identifying risks, anticipating issues, and leading improvement initiatives
• Analytical ability to monitor platform usage, identify risk signals, and propose actions to increase adoption
• Autonomy and adaptability to work in a startup environment where processes and metrics are still being developed

• Opportunity to help build and develop the Customer Success function
• Scope to propose improvements, organize processes, and directly contribute to customer experience and retention
• Opportunity to work with international customers