Snr. Director, Success Hub & Customer Success
Hybrid · São Paulo, São Paulo, Brazil
Job Summary
Lead the Brazil Success Hub and Customer Success organization in São Paulo, overseeing onboarding, renewals, and support for Brazil-based customers. Serve as Site Lead with direct management of hybrid CS Managers, driving culture, engagement, and performance as the team scales toward 150+ heads. Act as the primary liaison between US headquarters and Brazilian authorities to ensure compliant, integrated operations, with on-site presence 4 days per week during the Establishment Phase and a transition toward a permanent hybrid model. Implement strategies to bridge gaps between hub-based and remote employees, collaborate with Global CS Leadership to refine structure and career paths, and ensure local nuances are respected while strictly aligning with global playbooks. Requirements include a BS degree (masters preferred), professional fluency in Portuguese and English, leadership experience in Customer Success and operations, and familiarity with Salesforce, ChurnZero, G-Suite, and Gemini. Travel to the US and other global sites as needed, plus a strong emphasis on culture-building, retention, and cross-functional partnership.
Required Qualifications
- BS Degree
- Masters Preferred
- Fluent Communication in Portuguese and English
- Experience leading Brazil-based Customer Success teams
- Ability to manage hybrid/remote teams and office culture
- Proficiency with Salesforce and ChurnZero; expert in G-Suite and Gemini for AI productivity
- Knowledge of Brazilian labor law and local logistics in São Paulo
- Travel to US periodically and to other global sites as needed (1-2x per year)
- Strong collaboration with HR, Legal, Recruiting; matrixed reporting structures
- SaaS and cybersecurity domain understanding
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