Customer Experience Director

About the company

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Your tasks

You will be responsible for

• Defining and executing the Customer Success strategy for the Identity & Fraud (ID&F) Business Unit (BU), focusing on value generation, loyalty, and sustainable growth.
• Leading strategic initiatives that ensure utilization and consumption, recurrence, and revenue acceleration through efficient onboarding (off-the-shelf solutions), retention, expansion, and continuous engagement with Customers, representing the “voice of the customer” within the Company.
• Holding end-to-end ownership of the entire post-sales cycle, from onboarding and support for escalations to continuous value delivery, positioning customer success as a strategic growth function for the company.
• Acting as a link between enterprise customers and the organization, ensuring retention, expansion, advocacy, and maximization of LTV. Participating in executive and C-Level forums, conducting complex negotiations, conflict mediation, crisis management, and influencing portfolio and customer experience decisions.
• Reporting to the Executive Director of the unit and interacting transversally with Experian's global areas.

Impact of the Position

• Central role in the retention and expansion of the CS Customer base (Upsell and Product updates influencing consumption and recurrence), with a direct impact on recurring revenue and growth indicators.
• Influence over metrics such as Relational and Transactional NPS, Churn, LTV, and Time to Value, with a focus on accelerating revenue.
• Responsible for ensuring relationship cadence and continuous engagement with Customers, strengthening Serasa Experian's reputation in the market.
• Definition of innovation strategies and process simplification, including journey digitalization, automation tools, and the use of AI for optimizing the success experience.

Complexity and Challenges

• Operating in a dynamic environment, with multiple Customer segments, dozens of products and solutions, different technology modernization and digital transformation projects, and high revenue impact.
• Management of specialized Customer Success teams, with complex deliveries and a focus on strategic results.
• Constant interface with large-scale Customers with a high level of demand, requiring a consultative and strategic posture.
• Management of strategic and operational KPIs, balancing satisfaction, efficiency, and profitability.

What will be your main responsibilities

• Solution adoption, consumption acceleration, Upsell, retention, and support for contract renewals.
• Responsible for an active portfolio of approximately ~3,700 B2B Corporate economic groups with high revenue impact and strategic relevance.
• Conducting onboarding initiatives, consumption expansion, Churn prevention, and supporting Account Planning alongside the Corporate Clients team.
• Direct action in monitoring and defining strategies for maintaining B2B Annual Recurring Revenue (ARR), representing about 80% of total ARR.
• Interlocution with strategic internal areas (ID&F Products, ID&F BU GTM, B2B Corporate Clients, Technology, and Marketing) to influence the roadmap and initiatives aimed at Customer success.
• Direct relationship with senior executives of Customers (COO, CISOs, Directors, etc.), conducting governance cadences, escalation processes, and strategic support.
• Monitoring the obsolescence of products and solutions, and defining strategies for version updates / migration with Customers.

Requirements

What we look for in you

• Technical degree in Administration, Engineering, Information Technology, or related fields.
• MBA / Post-Graduation in Management (Business and/or Technology).
• Fluent English.
• Consolidated experience in leadership of Customer Success, Account Management, or Customer Experience, with management of large and multidisciplinary teams, including leadership of managers.
• Experience in B2B enterprise/corporate companies, preferably in the technology, SaaS, data, identity/fraud, financial services, or regulated markets sectors.
• Proven track record of ownership of ARR/NRR goals, churn reduction, upsell/cross-sell, and contract renewals in significant revenue volumes.
• Experience in relationship management with C-Level executives of customers (CEO, COO, CISO, CTO), conducting complex negotiations, account governance, and crisis/escalation management.
• Ability for strategic interlocution with Product, Technology, Sales (GTM), and Marketing areas, influencing the roadmap based on the voice of the customer.