Customer Success Coordinator B2C | Retention

We're looking for a Customer Success Coordinator to lead our retention operation and help our customers continue extracting value from our solutions. This role is responsible for leading a B2C CS team, driving operational excellence, improving retention performance, and fostering a highly engaged, high-performing culture. More than managing dashboards, you'll transform data into actions, connect cross-functional teams, and continuously improve the customer journey. If you're energized by coaching leaders, solving operational challenges, and creating measurable business impact, we'd love to meet you. What You'll Do Lead a retention operation fostering a high-performance and customer-centric culture. Monitor operational performance and business metrics, translating insights into concrete action plans. Identify opportunities to improve processes, customer experience, and operational efficiency. Drive initiatives to increase customer retention and reduce avoidable churn. Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development. Partner closely with Product, Sales, and other cross-functional teams to identify root causes and implement scalable solutions. Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development. Ensure operational routines, cadences, and performance reviews are consistently executed. Anticipate risks, remove operational bottlenecks, and improve predictability across the operation. Keep the team engaged, motivated, and connected to company culture, especially in a high-pressure retention environment. Build an environment where customers clearly perceive the value of our solutions, supporting sustainable retention and revenue growth. What You'll Need (Requirements) Previous experience leading Customer Success, Retention, Sales or Customer Operations teams. Experience managing managers or Team Leaders. Strong people leadership skills with a coaching mindset. Proven ability to drive operational excellence through structured routines and performance management. Familiarity with CRM management (Hubspot, Salesforce ou similares); Comfortable working with KPIs and operational data to influence decisions and prioritize initiatives. Strong cross-functional collaboration and stakeholder management skills. Excellent communication and influencing skills. Advanced English - you will use it daily! Nice to have Experience in SaaS or subscription-based businesses. Experience with retention, renewals, or churn prevention. Experience leading large operational teams. Additional Information Work model: CLT, Hybrid, based in Curitiba/PR (2 on-site days per week)