[Hiring] Customer Success Specialist @CAF

Role Description

We're looking for a talented and passionate Customer Success Specialist to join Certta's international Customer Success team and support a growing global portfolio of clients. As a Customer Success Specialist, you'll own the post-sale relationship with a portfolio of accounts — making sure every client extracts real, measurable value from Certta's verification and anti-fraud platform.

This is a hands-on, consultative role: part trusted advisor, part product expert, part data analyst.

What you'll do

• Own a portfolio of international accounts end to end after the sale — onboarding, adoption, ongoing value delivery, renewal and expansion.
• Lead structured onboarding and time-to-first-value plans, working with technical teams to get clients live on Certta's APIs and workflows quickly and cleanly.
• Build a deep understanding of each client's verification journey and business goals — approval rate, conversion, fraud loss, manual review effort, cost per verification — and translate those goals into a clear success plan.
• Monitor product usage and account health, spot risk early, and act on it before it becomes churn.
• Analyse client performance data and turn it into recommendations — for example, tuning decision rules in Flow, adjusting thresholds or adding a verification layer to reduce false positives.
• Run recurring business reviews (QBRs/MBRs) with operational and executive stakeholders, presenting results, benchmarks and a forward-looking roadmap.
• Drive retention and identify upsell and cross-sell opportunities, partnering with Sales to expand accounts.
• Be the internal voice of the customer: consolidate feedback, prioritise it with Product and close the loop with clients on what shipped.
• Coordinate escalations across Support and Engineering, keeping clients informed with clear, honest communication and owning the follow-up until it's actually resolved.
• Keep account records, success plans and forecasts accurate and up to date in our CRM and CS tooling.
• Contribute to how the team works — playbooks, onboarding templates, health-score criteria and enablement materials that scale beyond your own portfolio.

Qualifications

• Fluent written and spoken English — you'll work with clients and colleagues across multiple countries and time zones.
• Professional experience in Customer Success, Account Management, Implementation or a similar client-facing role at a B2B SaaS or technology company (or equivalent practical experience).
• Comfort working with technical products: you can read API documentation, understand what a webhook or an SDK does, and hold a credible conversation with a developer without being one.
• Strong analytical skills — you're at ease with dashboards and spreadsheets, and you can build a data-backed narrative rather than just reporting numbers.
• Excellent communication and presentation skills, including with senior and executive stakeholders.
• Ability to manage multiple accounts and competing priorities without losing track of detail or dropping commitments.
• A consultative, problem-solving mindset: you dig into the root cause instead of forwarding the ticket.
• Awareness of the responsibility that comes with handling personal and sensitive data, and of privacy frameworks such as LGPD and GDPR.

Requirements

• Additional languages — Portuguese and/or Spanish are a strong plus.
• Experience in identity verification, fraud prevention, KYC/AML, risk, payments, fintech or cybersecurity.
• Familiarity with CS and support platforms (e.g. HubSpot, Salesforce, Zendesk, Gainsight), issue trackers such as Jira, and BI tools such as Metabase, Looker or Power BI.
• Basic SQL, or comfort querying data on your own.
• Experience supporting clients across multiple regions, or building a CS function from an early stage.

Benefits

• Caju R$ 915,00 (flexible for Meal and Grocery Vouchers)
• Medical and Dental Insurance
• Caju Mais: Conexa Saúde, Psicologia Viva, and Wellhub
• Day off on your birthday
• Language school partnerships

Company Description

At Certta, we believe innovation only makes sense when it stems from trust and mutual respect. Our culture is built on ethics, diversity, and security—non-negotiable values that guide every decision we make. Here, every voice matters, every talent has room to grow, and every achievement is celebrated.

Equal Opportunity Employer: Certta believes in the power of diversity to transform teams and businesses. We are committed to building an inclusive, respectful environment free from discrimination. All applications are welcome regardless of race, gender, sexual orientation, age, disability, religion, or any other legally protected characteristic.