Digital Customer Success

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.