Customer Success Operations

Confidencial (Apenas para Cadastrados) Latam is looking for a Customer Success Operations to join our team in Brazil.

Mission

The Customer Success Operations (CS Ops) role is responsible for designing, operating, and continuously improving the systems, data, and processes that enable scalable and predictable Customer Success execution. This position partners closely with CS Managers, Renewals, sales and leadership to ensure visibility, automation, and operational excellence across all engagement models.

Responsibilities

• Administer and optimize the Customer Success platform (Planhat), including data models, health scores, segmentation, workflows, and permissions.
• Manage data ingestion from CRM, product usage, support tools, and surveys; ensure data quality, governance, and reliability across clients.
• Build, maintain, and evolve lifecycle workflows, automated and human-led playbooks, and cadences aligned to Digital, Mid, and High touches.
• Design composite health scores and AI/logic-based alerts for risk and upsell detection; tune thresholds and triggers over time.
• Create and maintain executive and operational dashboards for adoption, retention, renewals, risk, and expansion.
• Operate NPS/CSAT programs (e.g., Typeform), closed-loop workflows, and sentiment analysis tied to actions.
• Support renewal forecasting, alerts (-180 days), and pipeline visibility; ensure alignment with CS and Renewals Managers.
• Document processes, playbooks, and standards; train CSMs on tools and best practices; support onboarding of new team members.
• Analyze performance data to recommend optimizations in playbooks, cadences, coverage ratios, and tooling.

Requirements

• Experience in Customer Success Operations, Revenue Operations, or similar operational roles in technology.
• Strong analytical skills with experience building dashboards and operational reports.
• Hands-on experience with CS platforms (Planhat, Vitally, Gainsight, Totango, SenseData, or similar).
• Comfort working with integrations, data models, and automation logic.
• Ability to translate business objectives into scalable operational solutions.
• Excellent communication skills to partner with CS, Renewals, Sales, Support, and Product teams.

Preferred Skills

• Experience supporting multi-tenant or multi-client CS environments.
• Familiarity with NPS/CSAT tools and closed-loop feedback programs.
• Knowledge of SaaS metrics (ARR, GRR, NRR, churn, adoption).
• Experience with conversation intelligence tools (e.g., Fathom) and usage analytics.

Success Metrics

• Platform adoption and data reliability across all CS tiers.
• Accuracy and usefulness of health scores and alerts.
• Timely and accurate reporting for CS and Renewals leadership.
• Reduction in manual work through automation.
• Faster time-to-value for new clients and internal teams.

Register in our position!