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 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.
Key Responsibilities
- 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 Automated onboarding journeys, renewal workflows, follow-ups and loyalty actions.
- Bachelor’s degree in Computer engineering, Social Communication, Information Technology, Administration or related fields.
- English Level is required.
Skills Required
- Minimum 3-5 years experience in related positions
- Experience with automated onboarding journeys and renewal workflows
- Bachelor's degree in Computer Engineering, Social Communication, Information Technology, or Administration
- Proficiency in English
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.
