Responsibilities
- Manage all customer success managers in Brazil, overseeing recruitment, onboarding, performance development, and retention for both remote and hybrid team members.
- Shape and drive the cultural direction of the São Paulo Success Hub, designing in-office experiences that foster collaboration, mentorship, and team cohesion.
- Act as the primary local leader for customer success functions in Brazil, ensuring alignment across renewals, support, services, and CSM teams while maintaining global reporting lines.
- Develop strategies to integrate remote and hub-based employees, ensuring equitable access to resources and cultural engagement across all work models.
- Collaborate with HR, legal, and recruiting teams to navigate Brazilian labor regulations, talent acquisition, and compliance, including managing the balance between remote and hybrid hiring.
- Anticipate operational and resourcing needs as the Brazil site grows toward a target of over 150 employees, supporting the CCO’s strategic vision.
- Hold decision-making authority for hiring, firing, promotions, and status changes for direct reports, with recommendations carrying significant weight.
- Supervise daily operations and performance of the Brazil customer success team, ensuring consistency with global initiatives and objectives.
- Lead the deployment of performance frameworks that are executed by directors across their teams.
- Work with global leadership to optimize the organizational structure of the Brazil Success Hub, focusing on career progression and leadership continuity.
- Coach and develop managerial talent to ensure strong leadership capabilities and the ability to cultivate high-performance team environments.
Work Arrangement
Hybrid
The Brazil Success Hub
Finalizing a flagship office in São Paulo’s innovation corridor—Pinheiros, Vila Olímpia, or Itaim Bibi—designed to support mentorship, collaboration, and community. The 60-Minute Rule prioritizes commutes of one hour or less. Shortlisted locations are accessible via the Yellow Line (Metro) or Emerald Line (CPTM).
The Expectation
During the establishment phase, the role requires on-site presence four days per week to co-create culture and align with US leadership. As operations mature, it will transition to a permanent hybrid model.
Other
- Periodic travel to the US is expected, approximately once or twice per year, with additional trips to global sites as needed.
- Resumes must be submitted in English.
- A commute of 60 minutes or less is preferred.
- Shortlisted office locations are easily accessible via the Yellow Line (Metro) or Emerald Line (CPTM).
