Customer Success Sr Manager

• A leader of leaders, coaching managers and coordinators while setting a high bar for execution.
• The regional focal point for your territories, ensuring alignment across Sales, Ops, CRM, and Product.
• Accountable for the performance of your restaurant portfolio (retention, reactivation, order growth, GMV, cancellations).
• Accountable for the leadership and performance of your coordinators and account executives.
• Owner of dashboards, reviews, and actions within your portfolio (WBR/MBR/QBR; target setting; variance analysis; recovery plans).
• Architect of the operating rhythm (cadences, SOPs, playbooks, QA, and governance) to scale with consistency.
• Driver of restaurant health: activation, menu and catalog quality, availability/uptime, prep time, SLA adherence, pricing & promo.
• BPO owner: ramp, capacity planning, QA scorecards, incentive schemes, and continuous improvement.
• Lifecycle strategist for long-tail: segmentation, scaled communications (WhatsApp/Email/IVR), nudges, and education at scale.
• Incident commander for portfolio issues (cancellations, spikes, outages), with prevention plans and root-cause discipline.

• A track record of performance turning portfolios around and sustaining results.
• Deep knowledge of the food/aggregators market and marketplace dynamics.
• A people-first, results-driven management style; you develop leaders who deliver.
• An analytical and outcomes-oriented mindset; you turn insight into action.
• The ability to collaborate across diverse stakeholders and functions.
• Strong organization and attention to detail, with operational rigor.
• Proactivity and the ability to anticipate operational needs before they surface.
• Hands-on experience building functions from the ground up (greenfield or heavy turnaround).
• Bonus: BPO/vendor management experience

• 10+ years in Customer Success and/or commercial roles, including team leadership.
• Bachelor’s degree in Business Administration, Economics, Engineering, or related field.
• Fluent English.
• Demonstrated experience managing coordinators, scaled operations, and cross-functional initiatives.
• Willingness to travel to key regions as needed.

• Excellent verbal and written communication in English and Portuguese.
• Proven ability to manage multiple direct reports and priorities with clear expectations and follow-through.
• Decisive and timely judgment in dynamic, high-stakes environments.
• Structured problem-solving and root-cause orientation.
• Stakeholder management and negotiation, balancing short-term needs and long-term health.
• Coaching and performance management, with clear standards and consequences.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

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