Director, Customer Success - SMB & MM

• Lead and develop a remote LATAM-based Customer Success team for SMB and Mid-Market segments, driving engagement, retention, and growth.
• Design and oversee an AI-driven service motion for SMB customers, building automated touchpoints and escalation paths.
• Build workflows, playbooks, and KPIs to enable the team to manage large books of business with precision.
• Partner cross-functionally to optimize the customer journey and drive expansion.

This role directly supports the world's most impactful nonprofits by ensuring they receive exceptional service, driving retention and growth that enables these organizations to raise more funds for their causes.

• 8+ years of B2B or B2B2C SaaS Customer Success experience.
• 4+ years leading CS teams managing SMB or mid-market accounts in rapidly scaling SaaS companies.
• Experience building or overseeing AI-driven or automated customer service workflows.
• Fluent English and strong management skills for remote, international teams.

Compensation: R$ 756,000 - 820,000 BRL (On-Target Earnings). Perks include private health insurance, dental assistance, life insurance, meal voucher, 30 days paid leave, English courses (50% reimbursement up to $1,000/year), gym/swimming pool (50% reimbursement up to $500/year), co-working space reimbursement (up to $250/month), fully remote work, home office stipend, professional development stipend, charitable giving program, and paid volunteer time off.