Líder Customer Success at DiDi Global
DiDi Global · Sao Paulo, Brazil · Hybrid
- Senior
- Office in Sao Paulo
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
#LI-HybridThe B2B team is a strategic growth driver for 99, ensuring that our corporate mobility solutions deliver measurable impact for our clients. We partner with companies of all sizes to optimize their employee transportation, reduce costs, and improve efficiency through innovation and data-driven insights.
As the Customer Success Leader, you will be responsible for guiding clients through their first days with 99, ensuring adoption, engagement, and satisfaction. You will lead efforts to delight employees using the app while equipping company managers with the knowledge and confidence to fully leverage our mobility management platform. By driving this early-stage success, you will lay the foundation for long-term growth, retention, and impact.
Role Responsibilities:- Lead the Onboarding pillar within the commercial journey, bridging Acquisition and Account Management.
- Ensure an outstanding first experience for newly onboarded employees using the 99 app.
- Enable corporate managers to fully understand and master the mobility management platform.
- Design and implement processes for adoption, training, and engagement of new clients.
- Monitor key metrics (e.g., activation rate, early engagement, satisfaction) and act proactively to drive results.
- Collaborate closely with Acquisition and Account Management teams to ensure continuity and consistency in the client journey.
- Build and evolve Customer Success playbooks, scaling best practices across the team.
- Lead and develop the Customer Success team, ensuring strategic alignment, high performance, and a client-first culture.
- Identify opportunities for growth and expansion within the newly onboarded client base.
- Proven experience in Customer Success, Onboarding, or Account Management, preferably in B2B or SaaS solutions.
- Solid leadership background, with a track record of developing people and building scalable processes.
- Strong communication and relationship skills, able to engage both company executives (decision-makers) and end-users.
- Data-driven mindset, with the ability to analyze engagement, adoption, and retention metrics.
- Strategic and hands-on profile, capable of designing processes while being involved in day-to-day operations.
- Fluency in Portuguese and proficiency in English (spoken and written).
- Previous experience in mobility, technology, or corporate benefits management is a plus.
- Ability to deliver training sessions, workshops, and executive presentations to clients.
- High capacity for organization, prioritization, and managing multiple projects simultaneously.
- 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.
Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.
We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.
This is our ongoing journey, with much more still to come.
