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-Hybrid

Team Overview

You will join the Commercial Planning Team, which plays a key role in supporting expansion, engagement, and special projects initiatives.

Role Responsibilities

• Designing and managing end-to-end customer journeys, from onboarding to long-term engagement and retention.
• Segmenting and clustering customer bases using KPIs, behavioral data, and operational maturity.
• Structuring health scores, success plans, dashboards, and engagement rituals that improve adoption and satisfaction.
• Leading active listening routines, customer interviews, feedback cycles, and transforming insights into action.
• Designing and executing customer events, roadshows, and training programs that unlock value and deepen relationships.
• Creating or managing Excellence Programs, including criteria, recognition models, and structured learning paths.
• Collaborating cross-functionally with Sales, Operations, Product, Marketing, and Support to ensure a consistent and high-quality customer experience.
• Communicating with clarity and empathy across different seniority levels — from operational teams to business owners.

Role Qualifications

• 6+ years of experience in Customer Success or CX, with a strong background in building or scaling customer-facing processes from the ground up.
• A proven ability to design end-to-end customer journeys and structure onboarding, engagement, and retention programs that generate measurable value.
• Strong analytical skills to segment and cluster customers, build health indicators, and monitor adoption, satisfaction, and operational performance.
• Experience creating customer engagement rituals, including active listening routines, feedback cycles, and strategic conversations that influence product and operational improvements.
• The capability to design and run training programs, events, roadshows, and customer education initiatives that improve usage and drive loyalty.
• Experience developing or managing Excellence Programs, recognition frameworks, or structured development tracks for customers.
• A consultative, relationship-driven approach, acting as a trusted advisor to B2B clients while navigating cross-functional teams to deliver a seamless customer experience.
• Strong communication skills and the ability to translate customer needs into actionable insights for Sales, Operations, Product, and Marketing.
• A mindset focused on continuous improvement, operational structure, and transforming customer experience into sustainable retention and advocacy.
• A strategist who can also execute; able to mine data deeply and drive growth through creative ideas; adept at cross-functional collaboration with a dual focus on user experience and business growth.
• Familiarity with CRM and CS platforms, using data as the backbone of decision-making and customer health management.
• English is mandatory

EEO Statement

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 & Inclusion

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.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms