Customer Success Executive (Xico)

We are looking for a passionate and proactive individual to join our Customer Success team. A person who understands the importance of delivering exceptional client satisfaction and is driven by the potential of technology and AI. This role is perfect for someone who thrives in building long‑term relationships with customers and enjoys leveraging data and AI tools to help clients maximize their success with our platform.

As a Customer Success Executive, you will play a critical role in helping our clients achieve their desired outcomes by driving adoption and preventing churn. You will be the key contact for our customers, providing ongoing support and proactive solutions to help them grow their business using Darwin AI.

Responsibilities

• Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions.
• Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement.
• Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions.
• Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention.
• Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools.
• Analyze customer feedback and usage data to identify trends, insights, and areas of improvement.
• Work closely with Customer Support, Product, and Engineering teams to escalate and resolve technical issues, and provide feedback that contributes to product improvements.
• Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

Qualifications

• Proven experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or AI‑driven environments.
• Ability to analyze data and apply insights to customer success strategies.
• Experience with customer relationship management tools such as Planhat, or similar.
• Knowledge of AI implementation and experience with technical troubleshooting is a plus.
• Strong communication skills, with the ability to explain complex concepts clearly to non‑technical stakeholders.
• Proactive and customer‑centric mindset with a strong drive for client success.
• Team‑oriented, adaptable, and comfortable working in fast‑paced, evolving environments.
• A passion for technology, innovation, and artificial intelligence, with a drive to continuously learn and grow.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
• Paid Time Off: 25 days per year of paid vacation and holidays to recharge and maintain a healthy work‑life balance.
• Soft Hybrid Work: We meet 3 days per month in our Co‑Work offices; the rest of the time you can work remotely from wherever you like.