Original listing text, shown exactly as published by the company.
In this role, you will
- Help shape and scale the Customer Success motion for Noa Enterprise, defining the operating model (KPIs, lifecycle, frameworks, and ways of working) to drive retention, expansion, and customer outcomes.
- Own and improve the end-to-end customer journey across onboarding, engagement, retention, and re-engagement.
- Build the performance layer of CS: KPIs, dashboards, and cohort views across onboarding quality, retention, and business performance - partnering with BI, CRM, and Operations to improve visibility and decision-making.
- Drive cross-functional alignment with local and central teams, bringing structure and consistency while identifying gaps and turning them into scalable solutions.
- Operate with strong ownership for outcomes, proactively flagging risks and driving resolution.
- Contribute to broader Customer Success Enterprise initiatives and strategic projects as the function evolves.
What success looks like in the first 6–12 months
- Noa Enterprise Customer Success is fully integrated into the broader go-to-market setup
- The key metrics are in place to understand whether onboarding, farming, retention, and overall customer health are working
- The main dashboards are clearly defined together with BI, giving the business visibility into performance and whether we are moving in the right direction
- Core processes are clearer, better structured, and measurable
- The setup feels more efficient, scalable, and workable across markets
- Risks and performance issues are being spotted earlier, with clear ownership and follow-through
Qualifications
What will help you thrive?
- Solid experience in project management, program management, customer success, operations, or a similar role in a complex business environment
- Brings prior exposure to at least one of these areas: SaaS, healthcare, or B2B operations; experience across two is a strong plus
- Understands core Customer Success topics such as onboarding, retention, customer journeys, and service models
- Is very proficient working with data, defining KPIs, and translating business needs into reporting and dashboard requirements
- Experience working across multiple markets or in global / local operating models
- Has experience working with CRM tools such as Salesforce or HubSpot, and understands how customer data supports operational decisions
- Is highly hands-on, resourceful, and comfortable working in ambiguity
- Communicates clearly, builds trust quickly, and can navigate a complex stakeholder landscape
- Combines strategic thinking with a strong execution mindset
- Fluent English is a must, Portuguese or Spanish a big plus.
Nice to have
- Exposure to AI products, digital health, or enterprise service design
- Experience in customer segmentation, service model design, or operational scaling
What to Expect from Our Hiring Process
We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):
1️⃣ TA Interview – An intro call with our Talent Partner Ainhoa to explore mutual fit around relevant skills, value alignment, and motivation.
2️⃣ Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with Konrad Kapeluch. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too.
4️⃣Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.
5️⃣ Additional/ Final Interview (Optional) – A final conversation with another peer from our Global Team.
6️⃣ References & Offer!
Why You’ll Love It Here
