Back
Customer Success Lead – LatAm
Full-time
About Harmony
We're building the conversation infrastructure for people-facing teams. Our promise to customers is simple: know what happened in every call, not just the ones that make it into the sample. Leaders stop listening to 2% of conversations and start deciding quality, compliance and coaching on evidence from 100% of them.
We're early, distributed across 3 continents, with paying enterprise clients and a small team of repeat builders. Learn more about us at heyharmony.com.
The role
Harmony isn't a product people figure out alone after login. Success takes the right use case, the right setup, onboarding, training, ongoing guidance and adoption across teams. Today every rollout depends on whoever is available. This role changes that.
You'll own everything that happens after the deal is won: go-live, adoption, renewal and expansion. Revenue follows adoption, and expansion starts with adoption. You'll also run your own book with AI at the center of the work, as living proof of what Harmony does inside an enterprise.
Your mission: get every Harmony Brazil account into production fast, used by leaders who decide on evidence, and opening the next sale on its own.
What you'll own
Pilots (POC): lead the pilot with the customer. Run the daily usage routine with 3–4 power users alongside the sponsor, and get to know the sponsor before the contract is signed.
Handoff: take over from Sales with a complete handoff package, and send the account back if something is missing.
Onboarding, 30 days to go-live: kickoff, customer success plan, capture setup, first analysis project and a first insight delivered in 14 days or less. You train the customer's leaders yourself.
Adoption and account health: health score, a monthly results meeting with every sponsor (3 numbers, 2 risks, 2 recommendations, all with evidence) and recovery plans. Every account has three active champions, never just one.
Expansion and renewal: identify, qualify and prepare every expansion opportunity with a business case. Open renewals 90 days ahead, and turn happy customers into published references.
Voice of the customer: be the first filter on every customer request. Turn requests into clear, structured demands for product and engineering, and get status back to the customer on time.
Your own AI stack: record every customer meeting, and build agents and automations that do work that would otherwise need more people.
The numbers that are yours
Net revenue retention · NPS (users and buyers) · ROI confirmed within the first 3 months · adoption (weekly active users ÷ licenses) · time to first insight.
Your first 90 days
Days 1–30, learn and map: live the product, join every customer and internal meeting you can, talk to customers early, and map every account (health, champions, expansion plan). Finish with a written 30-day diagnosis.
Days 31–60, run the playbook: run onboarding end to end on a real account and hold results meetings with every sponsor. Get the health score live in the CRM, and your first agents and automation into production.
Days 61–90, prove and scale: hold a day-90 business review in every account, confirm ROI, leave no account with a single champion and report the NRR baseline. Measure how many accounts one person can run with the stack.
Must-haves
You build with AI, not just "understand" it. You have hands-on experience creating agents and automating workflows, and you can talk credibly about model selection, data privacy and integration architecture.
You've sold or implemented technical solutions for mid-size and large companies, ideally as a Sales Engineer or in a similar role. AI solutions are a strong plus.
You've owned onboarding, adoption and renewal/expansion in B2B SaaS, with a health score, a results-meeting cadence and NRR or retention in your own target.
You run complex accounts with many stakeholders: sponsor, finance, IT, information security and the end users, all in the same account.
You build deep relationships with C-level sponsors (CEO, COO, CRO, heads of operations) without losing credibility with the technical evaluator.
You write process: playbooks, checklists and clear definitions of done. Your first deliverable is a repeatable playbook, written by the person who will run it.
You're a native Portuguese speaker with fluent English.
You live in Curitiba. This is a hybrid role, split between our Curitiba office and home.
Nice to have
Experience in contact center/BPO, enterprise sales and CS teams, or B2B sales operations with playbooks and enablement.
Background in quality, coaching or enablement (scorecards, QA monitoring, team ramp-up).
HubSpot and Notion as daily tools, plus the habit of automating with the AI features those tools already offer.
Startup experience scaling from tens to hundreds of accounts, writing the process while running it.
Spanish, since part of our growth is across Latin America.
Probably not for you if
You wait for the ticket to arrive and see CS as support.
You "understand AI" but have never built an agent or automated a workflow.
You think expansion and renewal are "Sales stuff".
You'd rather present than write, and keep the process in your head.
What you get
Written process from day one: sales manual, pipeline, product training track, security pack and legal templates. There's nothing to rediscover.
Systems that are ready to use: HubSpot, Harmony recording your own meetings, Notion, and engineering to build what's missing.
Leadership at the negotiation table. You qualify and prepare expansion, and proposal and signature stay with the people who already run that stage.
Fast decisions. Every open question becomes a proposal with an owner and a date, decided within the week.
A direct line to the CEO LatAm, whom you report to.
How we hire
Practical, on real material, with no secret prep. You get our training track, our quick guide and a demo account. Then you:
Complete the full training track and bring us 3 critiques.
Build an agent on the demo account's conversations and validate 10 results. This step is eliminatory.
Run a simulated day-90 business review with an executive.
Design a recovery plan for an account that depends on a single champion.
Have a technical conversation about model selection, data privacy and integration.
Hybrid · Curitiba, PR · Full-time
