Head of Customer Success

Atlas is a dynamic and fast-growing technology company, present in about 14 countries, that uses technology and artificial intelligence to bring security, efficiency, and innovation to all governance and board processes.

All our actions are taken based on four values: Human Capital, Customer Centricity, Quality, and Security. Where our main value is Human Capital. We are made up of passionate, restless, questioning, and bold people who help us seek impactful solutions that accelerate our growth. Uniting technology, infrastructure, development, respect, diversity, and building meaningful relationships.

We are looking for people who have a sparkle in their eyes for these challenges and who want to be part of building a better world.

We emphasize that our vacancies are especially intended for Black, Indigenous, Women, LGBTQIA+ people, people with disabilities (PCD), and all other representations of diversity. Join us and be part of this transformation!

Job Description:

The Head of Customer Success leads the entire post-sales journey of adoption and retention for Atlas Governance clients in Brazil, Latin America, and the United States.

Atlas Governance is a Brazilian B2B SaaS corporate governance platform, with around 725 enterprise clients in more than 13 Latin American countries. The position is in the CSCX area and reports to the VP of Customer Success & Customer Experience.

The mission is to ensure that each client is well implemented, extracts real value from the platform, and evolves in governance maturity. This applies to all segments: from Enterprise with a dedicated CSM to the long tail served by the Digital Journey.

The position covers four fronts, in three markets (Brazil, Latam, and USA), with direct leadership of the teams below.

Onboarding: Implementation and kick-off until go-live (Implementation Specialists (ISMs)).

Ongoing: Adoption, health, and retention of the Enterprise portfolio (Enterprise CSMs and Latam CSMs)

Governance Enablement: Training and evolution of client and team governance maturity (GE)

Digital Customer Success: Scalable Digital Journey for hybrid and long tail segments (DCS)

The portfolio is segmented into three levels: Enterprise (dedicated CSM), Hybrid (digital journey with reactive access to CS), and Digital / long tail (digital journey with the Digital CSM)

Responsibilities:

Team Leadership and Management

• Lead, develop, and retain the Onboarding, Ongoing, Governance Enablement, and Digital CS teams.
• Define individual goals, distribute portfolios, and conduct management rituals (1:1s, portfolio reviews, calibration).
• Hire for open positions and structure internal onboarding and development paths.

Onboarding

• Ensure Onboarding implementations are completed on time, with quality kick-offs and go-lives.
• Standardize the implementation methodology for Brazil, Latam, and the USA.

Ongoing and Retention

• Be responsible for adoption, Health Score, and base retention, in partnership with the Renewals team.
• Ensure the execution of EBRs and success plans in Enterprise accounts.
• Anticipate churn risks and coordinate recovery plans.

Governance Enablement

• Structure the governance training front: training, content, best practices, and client events.
• Use the evolution of governance maturity as a lever for value, adoption, and expansion.

Digital Customer Success

• Supervise the Digital Journey for hybrid and long tail segments: triggers, automations, and playbooks.
• Ensure the digital model maintains retention with lower service costs.

International Markets

• Adapt the CS journey to the realities of Latam and the USA (language, culture, regulation, time zones).
• Support expansion in the USA, structuring support for the first clients.

Operations, Data, and AI

• Define and monitor area KPIs, reporting to the VP of CSCX.
• Drive the use of AI agents and automation in CS workflows.
• Bring client feedback to Product and influence the roadmap.

• Experience in Customer Success in B2B SaaS, with experience leading CS teams (including leadership of leaders or multidisciplinary teams).
• Proven experience leading Onboarding/Implementation and Ongoing for mid-market and enterprise clients.
• Experience with segmented CS models (high touch, hybrid, and digital/tech touch).
• Track record of improving retention (GRR/NRR), adoption, and Health Score.
• Experience with clients from Latam and/or the USA.
• Proficiency in SaaS metrics and data-driven management (CRM, product analytics, dashboards).
• Native or fluent Portuguese, advanced Spanish and English.
• Hands-on profile, with the ability to build processes from scratch and scale.

Additional Information

Hiring is on a Cooperative model and some of our benefits:

Health plan allowance;

Home office allowance;

Food allowance;

Spanish classes;

Day off on your birthday and on your children's birthdays.

Originally posted on Himalayas