Customer Success Coordinator B2C

We're looking for a Customer Success Coordinator to lead our retention operation and help our customers continue extracting value from our solutions.

This role is responsible for leading a B2C CS team, driving operational excellence, improving retention performance, and fostering a highly engaged, high-performing culture. More than managing dashboards, you'll transform data into actions, connect cross-functional teams, and continuously improve the customer journey.

If you're energized by coaching leaders, solving operational challenges, and creating measurable business impact, we'd love to meet you.

What You'll Do

• Lead a retention operation fostering a high-performance and customer-centric culture.

• Monitor operational performance and business metrics, translating insights into concrete action plans.

• Identify opportunities to improve processes, customer experience, and operational efficiency.

• Drive initiatives to increase customer retention and reduce avoidable churn.

• Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development.

• Partner closely with Product, Sales, and other cross-functional teams to identify root causes and implement scalable solutions.

• Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development.

• Ensure operational routines, cadences, and performance reviews are consistently executed.

• Anticipate risks, remove operational bottlenecks, and improve predictability across the operation.

• Keep the team engaged, motivated, and connected to company culture, especially in a high-pressure retention environment.

• Build an environment where customers clearly perceive the value of our solutions, supporting sustainable retention and revenue growth.

What You'll Need (Requirements)

• Previous experience leading Customer Success, Retention, Sales or Customer Operations teams.

• Experience managing managers or Team Leaders.

• Strong people leadership skills with a coaching mindset.

• Proven ability to drive operational excellence through structured routines and performance management.

• Familiarity with CRM management (Hubspot, Salesforce ou similares);

• Comfortable working with KPIs and operational data to influence decisions and prioritize initiatives.

• Strong cross-functional collaboration and stakeholder management skills.

• Excellent communication and influencing skills.

• Advanced English - you will use it daily!

Nice to have

• Experience in SaaS or subscription-based businesses.

• Experience with retention, renewals, or churn prevention.

• Experience leading large operational teams.

Additional Information

• Work model: CLT, Hybrid, based in Curitiba/PR (2 on-site days per week)