Customer Success (CS) | Gestão de Clientes e Projetos

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success (CS) | Gestão de Clientes e Projetos based in Brazil. As a Customer Success Specialist, you will play a key role in building strong client relationships and ensuring the successful delivery of marketing and sales projects within the construction industry. You will manage the customer journey from onboarding through ongoing engagement, ensuring clear communication, well-organized workflows, and consistent delivery against expectations. Working closely with clients and internal teams, you will coordinate priorities, monitor deadlines, and proactively resolve challenges. You will also use customer feedback and performance indicators to identify opportunities to improve satisfaction, strengthen retention, and support long-term account growth. This fully remote opportunity is ideal for someone who combines excellent organizational skills with a proactive, customer-focused mindset. You will have the autonomy to manage multiple accounts while contributing to better processes and lasting client partnerships.

Client onboarding: Lead the onboarding process for new clients, ensuring a structured and positive start to each relationship, with clear expectations, aligned objectives, and well-defined next steps. Customer relationship management: Maintain regular communication with clients, provide project updates, manage expectations, and ensure a consistent, high-quality customer experience throughout the engagement. Project and task coordination: Organize, manage, and monitor client projects and tasks using ClickUp, ensuring deadlines, deliverables, and priorities remain clear and on track. Cross-functional collaboration: Coordinate client requests and project requirements with internal teams, facilitating communication, resolving blockers, and ensuring commitments are met. Customer satisfaction monitoring: Conduct satisfaction surveys, including Net Promoter Score (NPS) assessments, analyze feedback, and identify opportunities to improve service quality. Churn prevention and retention: Recognize early warning signs of customer dissatisfaction, address concerns proactively, and implement strategies to reduce cancellations and strengthen client loyalty. Account growth and customer value: Develop initiatives to reinforce client relationships, increase retention, and contribute to long-term customer value and Lifetime Value (LTV). Process optimization: Identify workflow bottlenecks, recurring challenges, and gaps in the customer journey, recommending practical improvements to enhance efficiency and client satisfaction. Independent problem-solving: Take ownership of ongoing client activities, anticipate potential issues, coordinate solutions, and ensure projects progress smoothly across multiple accounts. Requirements: Proven experience in Customer Success, client relationship management, account management, or a similar customer-facing role. Strong proficiency in ClickUp, including organizing tasks, managing projects, tracking deadlines, and coordinating workflows. Demonstrated ability to manage multiple clients, projects, and competing priorities simultaneously while maintaining quality and attention to detail. Excellent written and verbal communication skills in Portuguese, with the ability to communicate clearly, professionally, and empathetically with clients and internal stakeholders. Strong organizational and time management skills, with a structured approach to planning, follow-up, and meeting deadlines. A proactive, results-oriented mindset, with the ability to work independently, identify potential issues, and implement effective solutions. Strong interpersonal and collaboration skills, with the ability to coordinate activities across clients and multidisciplinary internal teams. A customer-focused approach, with a commitment to understanding client needs, managing expectations, and building long-term professional relationships. Adaptability and sound judgment when handling changing priorities, customer concerns, and project delivery challenges. Nice to have: Experience working in a marketing agency, sales consultancy, or commercial advisory environment. Familiarity with customer success metrics, including NPS, churn, retention rates, and Lifetime Value (LTV). Experience designing and managing structured client onboarding processes. Familiarity with artificial intelligence tools, particularly Claude AI, to improve productivity, communication, and workflow efficiency. Benefits: Fully remote work: Work remotely from Brazil, with flexibility in managing your daily activities. Initial three-month engagement: Begin with a three-month contract, with the possibility of extension or continued collaboration. Role ownership and autonomy: Take responsibility for managing client relationships, coordinating projects, and improving customer success processes. Professional development: Strengthen your expertise in customer success, project management, client retention, and relationship management. Cross-functional collaboration: Work closely with clients and internal teams in a marketing and sales consultancy environment. Process improvement opportunities: Contribute ideas and implement solutions that enhance customer satisfaction, operational efficiency, and long-term client value.