Company Description
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.
Job Description
You will be responsible for:
- Defining and executing the Customer Success strategy for the Identity & Fraud (ID&F) Business Unit (BU), focusing on value creation, loyalty and sustainable growth.
- Leading strategic initiatives that ensure product utilization and consumption, recurrence and revenue acceleration through efficient onboarding (off-the-shelf solutions), retention, expansion and continuous engagement with Clients, 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 through to continuous delivery of value, positioning customer success as a strategic growth function for the company.
- Acting as the link between enterprise clients and the organization, ensuring retention, expansion, advocacy and maximization of LTV. Participating in executive and C-Level forums, leading complex negotiations, conflict mediation, crisis management and influencing portfolio and customer experience decisions.
- Reporting to the Executive Director of the unit and interacting cross-functionally with Experian's global areas.
Qualifications
What we are looking for in you:
- Technical degree in Business Administration, Engineering, Information Technology or related areas
- MBA / Postgraduate degree in Management (Business and/or Technology)
- Fluent English
- Proven experience in leading Customer Success, Account Management or Customer Experience, managing large, multidisciplinary teams, including leading 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 owning ARR/NRR targets, reducing churn, upsell/cross-sell and contract renewals across significant revenue volumes.
- Experience building relationships with client C-Level executives (CEO, COO, CISO, CTO), leading complex negotiations, account governance and crisis/escalation management.
- Ability to engage strategically with Product, Technology, Sales (GTM) and Marketing teams, influencing the roadmap based on the voice of the customer.
Impact of the Position:
- Central role in retention and expansion of the CS Client base (upsell and product updates influencing consumption and recurrence), with 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 Clients, strengthening the reputation of Serasa Experian in the market.
- Defining innovation and process simplification strategies, including digitalization of the journey, automation tools and use of AI to optimize the success experience.
Complexity and Challenges:
- Working in a dynamic environment, with multiple client segments, dozens of products and solutions, different technology modernization and digital transformation projects, and high revenue impact.
- Managing teams specialized in Customer Success, with complex deliverables and a focus on strategic results.
- Constant interface with large clients with high expectations, requiring a consultative and strategic posture.
- Managing strategic and operational KPIs, balancing satisfaction, efficiency and profitability.
What will be your main responsibilities:
• Adoption of solutions, 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.
• Leading onboarding initiatives, consumption expansion, churn prevention, and supporting account planning (Account Planning) together with the Corporate Clients team.
• Direct involvement in monitoring and defining strategies to maintain the B2B Annual Recurring Revenue (ARR), representing about 80% of total ARR.
• Liaising with key 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 client executives (COO, CISOs, Directors, etc.), leading governance cadences, escalation processes and strategic support.
• Monitoring product and solution obsolescence, and defining strategies for updating / migrating versions with Clients.
Additional Information
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.
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