Customer Success — Instill

We are a development, data science and design studio that works closely with founders and executives to create custom software and machine learning solutions.

About Us

 Instill enables fitness, nutrition, and wellness content creators to launch and scale successful online businesses, creating a life-changing revenue stream not dependent on social media algorithms or the time and location constraints of in-person classes. We provide a state-of-the-art on-demand video platform combined with consultancy and a full range of services in a hands-on approach and a win-win, revenue-share partnership model.

 Some of our partner creators include The Pilates Class, The Movement Club and RESET By Caroline, with successful platforms used by thousands of users worldwide.

 Instill is a startup incubated at AE.Studio, a development, data science, and design studio that works closely with clients to create custom software, machine learning, and heavy investments in AI Alignment. 

About the Role

As a Customer Success, you’ll own the long-term success of a portfolio of top-tier creators. You’ll be the primary point of contact, translating business goals into clear plans, and coordinating cross-functional teams (product, design, engineering, content). You’ll keep projects moving, stakeholders aligned, and results measurable.

Responsibilities

• Own a portfolio of accounts from onboarding through renewal, with clear account plans, targets, and revenue/engagement forecasts.
• Lead client ceremonies: weekly status calls, quarterly business reviews with insights (activation, retention, conversion, LTV, churn), and executive alignments.
• Turn goals into execution: define scope and success criteria, create/prioritize epics and tickets in Linear, and coordinate squad delivery.
• Plan and ship launches (features, campaigns, content drops) on time and with quality, ensuring a cohesive go-to-market.
• Communicate clearly and proactively: set expectations, manage stakeholders, handle escalations, and keep everyone informed.
• Track and report KPIs & SLAs: NPS/CSAT, on-time delivery, feature adoption, account health, and business impact.
• Identify expansion opportunities (upsell/cross-sell) that create value for creators and Instill.
• Be the voice of the customer internally, providing structured feedback to product and leadership to shape roadmap priorities.

About You

• Proven experience in Customer Success (or similar in Account Management/Project Management) in digital product, SaaS, agency, or creator economy.
• Bonus points for experience in the wellness/fitness/nutrition space and/or with digital products.
• Fluent English (written and spoken) — daily interaction with teams and clients in the US/UK/EU/AU is mandatory.
• Excellent communication and stakeholder management; strong facilitation and executive presentation skills.
• Proactive, hands-on, and results-oriented, with great organization and prioritization.
• Agile methodologies experience and end-to-end project management. Knowledge of Linear and Google Workspace. (Nice to have: Notion, GA4/Looker, Stripe, Slack.)
• Comfortable with product and business metrics (funnels, cohorts, retention, churn) and translating needs into actionable tickets.
• Based anywhere in Brazil (preference for candidates in Florianópolis/SC).