Diretor (a) de Experiencia do Cliente
Core
Define and execute Customer Success strategy for the Identity & Fraud business unit, focusing on value generation, retention, and sustainable growth for enterprise clients.
Role type
Senior Customer Success Director (Enterprise)
Builds
Customer retention, revenue expansion, and onboarding for B2B Corporate clients
Domain
Financial services / Identity & Fraud / Data
Required skills
Strategic leadership, enterprise account management, revenue growth (ARR/NRR), churn reduction, executive stakeholder management, product roadmap influence, crisis management, team leadership
Preferred skills
MBA or post-grad in Business/Tech, experience in SaaS/data/regulated markets, fluency in English
Technologies
AI tools for experience optimization, digital journey platforms
Responsibilities
Lead strategic initiatives for onboarding, retention, upsell, and contract renewal; manage a portfolio of ~3,700 B2B Corporate groups; influence product roadmap based on customer voice; engage directly with client C-level executives (COO, CISO, CTO); monitor product obsolescence and drive migration strategies; manage KPIs including NPS, Churn, and LTV.
Seniority
Director, strategic leadership
