Consultant, Client Success

Summary

Join Pismo's Customer Success team and build long-term relationships with key stakeholders, serving as the primary point of contact for assigned accounts. Develop a deep understanding of customer business processes and strategies to provide solutions and advice, creating and executing successful plans that align with their objectives. Act as a customer advocate, ensuring timely issue resolution and managing client KPIs. Analyze client data for strategic decision-making, provide product education, and conduct regular check-ins. Influence the company to improve customer experience and continuously improve the Client Success area. This role requires strong analytical, communication, and relationship-building skills.

Requirements

• Fluency in written and spoken English
• 8+ years of professional experience in Customer Success (preferable) or similar roles, ideally in a hyper-growth environment of B2B model
• Previous experience with card products
• Program management capability
• Structured and critical thinking and high focus on strategy and results
• Detail-oriented with strong analytical, writing, and communication skills
• Innovator soul and receptive to changes
• Ability to develop strong relationships at C-level of enterprise companies
• Influence ability to implement new processes that result in a client excellence experience
• Track record of high customer satisfaction
• Experience working with a full lifecycle of customer success
• Reside in São Paulo and be available for occasional client visits

Responsibilities

• Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies
• Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership
• Develop a deep understanding of the customer's business and industry to provide solutions and advice
• Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also, maximize the value they receive from our solutions, by managing program engagements
• Act as a customer advocate, representing their feedback and needs within the company
• Ensure timely resolution of customer issues, working closely across Pismo teams
• Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others)
• Analyze and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data
• Provide education and resources to customers to enable them to effectively use our products/services
• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings
• Influence the company to adapt or create new processes with a focus to provide better experience to our customers
• Continuously improve the Client Success area, partnering with your peers to scale the organizational capabilities

Preferred Qualifications

• Intermediate or Advanced Spanish
• Technical related expertise (development, infrastructure, familiarity with architectural design)
• Cloud knowledge (AWS, Azzure, Google)

Benefits

• Remote work
• Flexible hours
• Meal & Food vouchers
• Remote work financial support
• Life Insurance
• Medical and Dental
• Assistance Employee child care benefit: daycare
• Private Pension (2x1)
• Vidalink partnership
• Support for studying languages
• Incentive for AWS and GCP certifications
• Sesc Partnership
• Performance Incentive Plan