Brazil
Pentera
Experian
Customer Success Specialist I
Brazil
São Paulo, São Paulo, Brazil
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Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in various markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25.200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.
Additional Information
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in various markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25.200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Job Description
Act as a strategic partner for a portfolio of Enterprise clients, being responsible for driving solution adoption, value generation, retention, and business expansion in fraud prevention. The professional will be the main executive relationship point with clients, conducting data-driven consultative work, promoting sustainable results, and strengthening long-term relationships.
The position requires a strong presence with clients, including recurring visits, executive meetings, and close monitoring of operations to deeply understand the business context and identify growth opportunities.
Main Responsibilities
Strategic Relationship Management
- Manage a portfolio of strategic Enterprise clients.
- Act as the main point of contact and business consultant.
- Build solid relationships with stakeholders at various levels, including executives and C-Level.
- Conduct recurring in-person visits to understand the business and strengthen the partnership.
Adoption and Value Generation
- Develop and execute success plans aligned with clients' strategic objectives.
- Ensure effective adoption of contracted solutions.
- Identify opportunities to maximize results and return on investment (ROI).
- Promote best practices that enhance the value perceived by clients.
Data and Metrics Management
- Monitor key success metrics, such as:
- Health Score
- Product Adoption
- Usage
- NPS
- CSAT
- Churn
- Revenue Expansion
- Transform data into actionable insights and action plans.
Initiative Leadership and Governance
- Coordinate cross-functional initiatives involving internal and external areas.
- Lead action plans for risk mitigation and complex problem resolution.
- Lead executive meetings for results monitoring and governance.
Retention and Expansion
- Ensure retention and sustainable growth of the portfolio, acting as a protagonist in risk management, churn prevention, and recurring revenue preservation.
- Identify and directly act on upsell and increased usage opportunities, connecting client needs with portfolio solutions.
- Support sales teams in contract renewal and cross-sell processes.
- Develop business cases and growth strategies in conjunction with Sales, Product, and other partner teams, driving revenue and value generation for the client.
Voice of the Customer
- Represent client needs internally.
- Influence product roadmaps, processes, and strategies based on structured feedback.
- Act as a liaison between clients and internal areas for continuous experience improvement.
Governance and Continuous Improvement
- Record and track interactions, action plans, and results in CRM tools.
- Ensure excellence in Customer Success processes and portfolio governance.
- Contribute to the evolution of client relationship and management practices.
Position Success Metrics
- Portfolio retention and renewal.
- Revenue growth through expansion (upsell/cross-sell).
- Improvement in solution adoption metrics.
- Improvement in Health Score, NPS, and CSAT.
- Churn reduction and risk mitigation.
- Strengthening executive relationships and perceived client value.
Qualifications
- Qualifications: Experience in technology companies, SaaS, Data, Analytics, Anti-fraud, Credit, Payment Methods, or complex B2B solutions.
- Knowledge of CS and Revenue metrics: NRR, GRR, Churn, Health Score, Product Adoption, Time to Value, NPS, CSAT.
- Experience with Salesforce, Sensedata, Gainsight, HubSpot, or CRM/CS and BI platforms (Power BI, Tableau, or Looker).
- Intermediate or advanced English.
- Experience in managing Enterprise clients and interacting with multiple stakeholders, including executives and C-Level.
Behavioral Competencies
- Customer focus and empathy.
- Strategic business vision.
- Executive communication.
- Influence and negotiation.
- Analytical and structured thinking.
- Complex problem-solving.
- Organization and priority management.
- Proactivity and ownership.
- Ability to work autonomously in dynamic environments.
- Results and value generation orientation.
- Certifications in Customer Success, Project Management, or Analytics will be a differential.
Employee Status: Regular
Role Type: Hybrid
Department: Customer Service
Schedule: Full Time
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