Welcome to Infraspeak.

Our mission is simple: to transform facilities management with a collaborative platform that unifies every part of FM operations into one cohesive system — enabling every stakeholder to Work as One.

We go beyond traditional tools, eliminating fragmented systems in complex operations. Our platform ensures end-to-end collaboration across FM teams, processes and assets — with no silos, blind spots or overload.

Born in Porto, Portugal, we’re now a global company serving customers in 45+ countries and backed by top investors. But we’re just getting started.

• We believe in ownership, collaboration, and meritocracy.

• We believe that only great teams build great products — and that includes our customers.

• We believe happiness is in the journey, not just the destination.

Above all, we are guided by our purpose: to Be a Source of a Good Life — for our customers, our team, and the broader community.

Role Overview

We are looking for a commercially minded and operationally strong Head of Customer Success to lead our LATAM Customer Success organization.

This role is responsible for driving customer retention, expansion, adoption, and long-term value realization across the region while ensuring strong adherence to global Customer Success playbooks, methodologies, and operating standards.

As part of the Revenue organization, this leader will work cross-functionally with Sales, Implementation, Product, and Support teams to ensure customers achieve measurable business outcomes and maximize the value of the Infraspeak platform.

The ideal candidate combines strategic leadership, customer-centric thinking, and strong commercial acumen with the ability to operationalize scalable Customer Success practices.

What will you do?

Key Responsibilities

• Regional Customer Success Leadership

• Lead and develop the LATAM Customer Success organization to ensure consistent execution of global Customer Success methodologies, playbooks, and operational standards

• Drive a high-performance culture focused on accountability, customer outcomes, and revenue impact

• Partner closely with the Global Director of Customer Success on regional strategy and execution priorities

Retention & Expansion Ownership

• Own regional retention, renewal, and expansion performance

• Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets

• Identify and execute upsell and cross-sell opportunities in partnership with Sales

• Develop proactive account strategies to mitigate churn risk and increase customer engagement

Customer Value & Adoption

• Drive customer adoption, usage maturity, and long-term value realization

• Build scalable frameworks for value delivery and business impact quantification

• Support executive business reviews and strategic customer engagement initiatives with a proactive and regular contact to customers, remotely and onsite

Cross-Functional Collaboration

• Partner with Sales to ensure seamless customer transitions from acquisition through expansion

• Collaborate with Implementation teams to improve onboarding and time-to-value

• Act as the voice of the customer internally with Product, Marketing, and Support teams

• Align customer success initiatives with broader revenue and growth objectives

Operational Excellence

• Establish KPIs, forecasting processes, and customer health frameworks

• Improve CS operational rigor, reporting, and scalability

• Analyze customer data and trends to drive continuous improvement initiatives

• Ensure disciplined pipeline visibility for renewals and expansion opportunities

Who are we looking for?

• Solid experience in in Customer Success, Account Management, SaaS, or Revenue leadership roles Experience in managing Customer Success or post-sales teams

• Strong track record owning retention, renewals, and expansion targets

• Experience operating within a revenue-driven organization

• Demonstrated ability to balance customer advocacy with commercial outcomes

• Strong understanding of SaaS implementation, adoption, and value realization frameworks

• Excellent stakeholder management and leadership skills

• Fluent in English and Portuguese
  
  

Nice to have:

- Engineering Background

- Spanish is a plus

- Knowledge of HubSpot and Planhat

What do we offer?

• Flexible working hours and remote-friendly culture.

• Competitive salary and perks.

• Modern Workspace with everything you need, located in central Florianópolis.

• A startup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus).

• A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them.

• Regular events to promote knowledge sharing and team engagement.

At Infraspeak, everyone is equal, unique, and valued. We believe diversity makes us stronger — shaping our culture, our business, and the world around us for the better — and we're committed to ethical talent acquisition, grounded in respect, fairness, and equal opportunity.

Our code of conduct is clear: discrimination has no place here — whether based on age, disability, gender, race, religion or belief, civil or parental status, political views, or any other basis protected by law.

"To be a source of a good life" isn't just a statement — it's our mission, and everyone is welcome to join us on that journey.