Customer Success Team Lead (Remote-LatAm)

São Paulo / Remote

Full Time Senior-level / Expert
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Loadsmart, Inc.

Loadsmart is a logistics technology platform that enables shippers, carriers, and brokers to efficiently manage an automated supply chain. Backed by data scientists, engineers, and world-class support — Loadsmart integrates seamlessly to give...

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ARE YOU INTERESTED IN JOINING A HYPER-GROWTH LOGISTICS TECH COMPANY? → Do you want to join a company that is expanding its SaaS product portfolio?→ Do you want to have the opportunity to lead a fast-growing Customer Success team?→ How about the opportunity to reimagine what customer experience should be like? If so, nice to meet you! We are Loadsmart and we have recently created a new Customer Success Team Lead position. We are seeking an innovative, agile, data-oriented professional who thrives in a dynamic and fast-paced global company. You will manage all of our Customer Success practices for one of the Loadsmart products, while leading a team of approximately 4 people (growing to 10 by the middle of 2022) with autonomy to review current processes and activities and build out new ones, even more customer-centric. You’ll be responsible for mapping the customer journey and defining the metrics necessary to ensure that customers are onboarded successfully and their experience of working with Loadsmart is exceptional.
LOCATION: Remote anywhere in Latin America

What you get to do:

  • Lead and mentor a team of approximately 4-10 people who work as Onboarding and Customer Success analysts, focusing on their development and on strengthening their performance.
  • Map/review the customer journey, focusing on the definition of outcomes and milestones and of best practices that ensure exceptional customer experience.
  • Help establish strong relationships with Enterprise customers and participate in calls as necessary along with the Customer Success analysts to ensure customer satisfaction and growth.
  • Act as a point of escalation for our larger accounts in the event of any challenges or issues that can’t be resolved by the Customer Success analysts.
  • Review current processes and activities aiming to strengthen customer experience and team efficiency.
  • Help define best practices and strategies for customer retention and expansion.
  • Define KPIs to track customer and team performance as well as strategies to leverage positive results and to mitigate risks.
  • Partner with Product, Sales, Finance and other teams to ensure expectations alignment and processes that ensure the best possible customer experience.
  • Review/help define Voice of the Customer practices that will ensure feedback gathering and sharing.
  • Define routines that ensure constant and up-to-date understanding of customer performance/results and department progression.
  • Provide regular reports on customer performance/results and department progression.
  • Lead the recruitment and employee onboarding efforts for the team.

You have experience:

  • 2+ years of experience as Team Leader/Supervisor in SaaS B2B companies.
  • 2+ years of experience in Customer Success
  • Proven track record of working in a customer facing role.
  • Proven track record managing onboarding and account management processes.
  • Proven track record of defining strategies for customer/revenue retention and expansion.
  • Strong communication skills, both written and verbal, in order to effectively communicate client desires to the development team.
  • Excellent written and spoken English language skills.
  • Ability to clearly define and deliver technical solutions that drive customer satisfaction and business results.
  • Excellent customer service skills.
  • Experience in building tech and low touch service models is a big plus.
  • Experience in the Logistics industry is a big plus.
  • Experience with CRM, preferably Salesforce, is a plus.

Your colleagues would describe you as:

  • Adaptable and flexible - you roll up your sleeves and get dirty with projects. In start ups, not everything is as stable and well defined as in larger organizations and you have to be flexible to be able to deal with this sort of environment.
  • Curious - you are comfortable asking smart questions, proactively want to scratch the surface and dig a little bit deeper.
  • Hands-on - you are a doer, willing to learn, and you like to learn by doing things and figuring out by yourself if necessary.
  • Organized - you are structured and self disciplined. You hold yourself accountable to your own action items and also follow up with peers and colleagues to ensure they are also delivering as expected.
  • Problem solver - you are able to take a step back and look at challenges from different angles. You don’t expect things to be handed to you on a plate.
  • Results oriented - you are able to define what results need to be achieved and you motivate your team and others peers towards their achievement.
  • Leader - you are comfortable leading a team and putting the necessary structure and frameworks in place to ensure the team's success. 
WORKING AT LOADSMART  Prosperity• Competitive base salaries - we believe in rewarding top talent • Extremely competitive Equity package• Signing bonus - because you will work remotely, you will use it as you like: to set up your home office, get a new laptop or buy that amazing coffee machine to make your days happier :)• Training budget - we will support you on developing your skills.  And Happiness!• Unlimited time off• Wellbeing initiatives• Lots of engagement activities;• An opportunity to work with a diverse, global community of 450+ Loadies united by our core value of teamwork • Regular recognition, feedback and transparency across all levels.• Opportunities for you to join our community service initiatives.
At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.
Job region(s): South America
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