Customer Success Team Manager – Enterprise
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Job Description
Customer Success Team Manager leading the Enterprise Customer Success team at Doctoralia, a healthcare platform with over 55 million patients served.
Responsibilities:
- Lead the Enterprise Customer Success team, focusing on adoption, retention, and expansion of strategic accounts
- Develop, coach, and elevate the team’s seniority, as well as hire high-performance talent with a strong focus on efficiency and results
- Engage directly with Enterprise clients at key moments in their journey (strategic renewals, critical risks, expansion opportunities, or solution redesigns)
- Act as a structured bridge between clients and the Product team, contributing insights to drive solution evolution and roadmap prioritization
- Build and scale processes that ensure predictability, efficiency, and excellence across the Enterprise customer journey
- Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent target achievement
- Ensure product adoption through data-driven and personalized customer journeys
- Identify and structure expansion opportunities within the active customer base
- Reduce churn through structured action plans, combining data analysis and active customer listening.
Requirements:
- Previous experience leading Customer Success teams or related areas, preferably in SaaS companies
- Experience managing Enterprise clients
- Advanced/Fluent English (interviews conducted in English and daily interaction with stakeholders)
- Strategic mindset with strong analytical capabilities
- Excellent communication and stakeholder management skills, both internally and externally, including large enterprise clients
- Strong analytical skills with a data-driven decision-making approach
- Direct accountability for results (NRR, retention, and expansion), not just processes
- Proficiency in Excel and/or Google Sheets for analysis and reporting.
Benefits:
- Compensatory time off (Banco de Horas)
- Meal/Grocery voucher
- Medical, Dental, and Group Life Insurance
- Pet plan
- iFeel app for emotional well-being
- Gympass for you and up to 3 people
- Payroll loan services (available after 6 months of employment)
- Stock options (4-year vesting period)
- Paid day off for your birthday
- Childcare assistance
- Partnership club with discounts at educational institutions
- Employee referral program: up to R$600 per referred person after 6 months of employment
- Leave of absence/time-off: 10 days for the death of a loved one, 2 days for the death of a pet, 7 days for marriage, 30 days paternity leave, and 6 months maternity leave after the arrival of a child.
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