Customer Success Specialist

We are a venture-backed startup founded by ex-Googler data enthusiasts and built by talented people all over the world. Our mission is to fix the internet with effective user experiences that leverage AI.

We enable commerce websites to increase their effectiveness through AI driven user experiences. Every company should be able to provide Amazon, Netflix, and TikTok level effectiveness without a massive AI team. Our customers love us because we increase their revenue with little effort and they don’t pay unless we deliver results.

The company raised $5 million from big_bets, RTP Global, and Angel Invest, with participation from Matthew Freud and the founders of digital commerce platform VTEX.

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers at DataMilk.
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews of results for alignment of objectives and outcomes.
• Track accounts to identify churn risk and work actively to eliminate that risk.
• Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture.
• Simultaneously manage multiple customers who are at different points on the account lifecycle.
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency.
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas.

Requirements

• You worked as a Customer Success Specialist at a b2b tech company, ideally with e-commerce companies as customers.
• You speak Portuguese and English fluently.
• You have experience liaising between product/engineering teams and customers.
• You’re comfortable working with business and analytics tools like Google Analytics, Adobe Analytics, HubSpot, DataStudio, CRM, Jira, Google Drive, Excel and Slack.
• You are analytical and able to present results and discuss metrics.
• You are process-oriented, highly organized, and have strong written and verbal communication skills.
• You thrive working in fully remote startup environments.
• If this is about you, send your CV in English, please

Nice to have:

• You have a Bachelor’s degree or equivalent practical experience
• You enjoy establishing meaningful connections with people and are passionate about delivering an exceptional customer experience.

We are just about to enter a growth phase in the business which means we’re aggressively increasing our headcounts primarily across engineering and AI departments. The team size is about 45 people. You’ll work in close conjunction with the founding leadership – CTO and CEO, VP infrastructure, data science, and machine learning leaders.

Forget the commute, work from anywhere in the world with other amazing people, and enjoy getting together in person in beautiful places like our last get-together in Rio De Janeiro.

Benefits

• Stock Option Plan
• Flexible Working Hours
• Unlimited Vacation and Sick Leave policy
• International Travel