Customer Success - Florianópolis - Hybrid
Head of Customer Success - LatAm
We’re looking for an experienced Customer Success leader to help us conquer the Latin American market. Are you the one? Apply now!
Role Overview
We are looking for a commercially minded and operationally strong Head of Customer Success to lead our LATAM Customer Success organization. This role is responsible for driving customer retention, expansion, adoption, and long-term value realization across the region while ensuring strong adherence to global Customer Success playbooks, methodologies, and operating standards. As part of the Revenue organization, this leader will work cross-functionally with Sales, Implementation, Product, and Support teams to ensure customers achieve measurable business outcomes and maximize the value of the Infraspeak platform. The ideal candidate combines strategic leadership, customer-centric thinking, and strong commercial acumen with the ability to operationalize scalable Customer Success practices.
What will you do?Key Responsibilities
* Regional Customer Success Leadership – Lead and develop the LATAM Customer Success organization to ensure consistent execution of global Customer Success methodologies, playbooks, and operational standards
* Drive a high-performance culture focused on accountability, customer outcomes, and revenue impact
* Partner closely with the Global Director of Customer Success on regional strategy and execution priorities
Retention & Expansion Ownership
* Own regional retention, renewal, and expansion performance
* Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets
* Identify and execute upsell and cross-sell opportunities in partnership with Sales
* Develop proactive account strategies to mitigate churn risk and increase customer engagement
Customer Value & Adoption
* Drive customer adoption, usage maturity, and long-term value realization
* Build scalable frameworks for value delivery and business impact quantification
* Support executive business reviews and strategic customer engagement initiatives with proactive and regular contact to customers, remotely and onsite
Cross-Functional Collaboration
* Partner with Sales to ensure seamless customer transitions from acquisition through expansion
* Collaborate with Implementation teams to improve onboarding and time-to-value
* Act as the voice of the customer internally with Product, Marketing, and Support teams
* Align customer success initiatives with broader revenue and growth objectives
Operational Excellence
* Establish KPIs, forecasting processes, and customer health frameworks
* Improve CS operational rigor, reporting, and scalability
* Analyze customer data and trends to drive continuous improvement initiatives
* Ensure disciplined pipeline visibility for renewals and expansion opportunities
Who are we looking for?
* Solid experience in Customer Success, Account Management, SaaS, or Revenue leadership roles with experience in managing Customer Success or post-sales teams
* Strong track record owning retention, renewals, and expansion targets
* Experience operating within a revenue-driven organization
* Demonstrated ability to balance customer advocacy with commercial outcomes
* Strong understanding of SaaS implementation, adoption, and value realization frameworks
* Excellent stakeholder management and leadership skills
* Fluent in English and Portuguese
Nice to have
* Engineering background
* Spanish is a plus
* Knowledge of HubSpot and Planhat
What do we offer?
* Flexible working hours and remote-friendly culture
* Competitive salary and perks
* Modern workspace with everything you need, located in central Florianópolis
* A startup environment with growth opportunities and a focus on ambition
* Autonomy, responsibility, ownership, and a culture of learning from mistakes
* Regular events to promote knowledge sharing and team engagement
At Infraspeak, everyone is equal, unique, and valued. We believe diversity makes us stronger — shaping our culture, our business, and the world around us for the better — and we are committed to ethical talent acquisition, grounded in respect, fairness, and equal opportunity. Our code of conduct is clear: discrimination has no place here — whether based on age, disability, gender, race, religion or belief, civil or parental status, political views, or any other basis protected by law. To be a source of a good life is our mission, and everyone is welcome to join us on that journey.
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