BPOD latam is looking for a person to support our team as a Digital Customer Success in São Paulo, Brasil.
Mission:
The Digital Customer Success Manager is responsible for delivering scalable, fully digital customer success operations. This role focuses on managing a large portfolio of accounts using automation, data intelligence, and standardized playbooks. The mission is to drive onboarding, adoption, renewal, and expansion in a fully digital model while maintaining customer satisfaction and efficiency at scale.
Keys Responsabilities:
- Create and manage automated onboarding journeys (emails, videos, tutorials, webinars) ensuring smooth product adoption.
- Execute playbooks aligned to lifecycle stages (Onboarding, Adoption, Renewal & Expansion, Loyalty) with digital-first engagement.
- Continuously segment accounts based on ARR, risk level, and upsell potential, ensuring targeted engagement and prioritization.
- Track product usage and adoption to detect early risk signals or identify upsell opportunities, feeding into proactive playbooks.
- Manage communication through predefined emails or other type of communication, ensuring consistency and proactive engagement.
- Support automated renewal workflows and identify expansion opportunities through usage data and adoption trends.
- Run NPS and CSAT campaigns, as well as other type of surveys, triggering automated follow-ups and loyalty actions.
- Maintain and promote self-service resources and customer communities to reduce dependency on direct support.
- Deliver regular reports and dashboards with adoption, engagement, and renewal metrics.
Requirements:
Minimum 3-5 years’ experience in related positions.
Proven history working with utomated onboarding journeys, renewal workflows, follow-ups and loyalty actions.
Bachelor’s degree in Computer engineering, Social Communication, Information Technology or related fields.
English Level is required.
We value diversity and believe that an inclusive environment is essential for innovation and success. Come and join the team and bring all your expertise.
Top Skills
What We Do
BPOD is a company that serves as a platform for establishing and expanding the business of IT vendors in Emerging Markets. BPOD forms a partnership agreement, adopting a franchise-like model, to represent the vendor in the region through a success fee structure. The vendor benefits from a no-risk model that offers agility and supports growth for the region.
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