DiDi Global

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Implementation Success Manager

Job Locations BR-SP-Sao Paulo
ID 2025-17662
Category
Operations & Strategy - Food
Employee Class
Regular

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

 

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

We are looking for an Implementation Success Manager with experience in the SaaS business.


You will be the first specialist in this function, giving you the challenge to support the Operations Manager in structuring the implementation area from scratch.


Your goal is not only to onboard customers but to create the Playbooks and User Guides that will allow us to scale, while mastering the delicate art of managing client expectations during their critical first days.

Role Responsibilities


  • Structure the Implementation Area: You will move us from ad-hoc processes to a standardized machine. You will map the customer journey, identify bottlenecks, and define the official "Onboarding Methodology" for the company.

  • Master of Expectations & Objections: You will be the primary point of contact for complex setups. You must be skilled at resolving client objections (e.g., "Why doesn't this feature exist?"), negotiating deadlines, and aligning clear expectations to prevent frustration and early churn.

  • Create & Maintain Internal Playbooks: You will write the Standard Operating Procedures (SOPs) for the team. You will create the "Implementation Playbook" that defines exactly how we handle menu ingestion, printer setup, and fiscal integration, ensuring consistency across the team.

  • Own the User Guides (Knowledge Base): You will build and maintain our external Help Center. You will translate technical steps into simple, easy-to-follow guides and video tutorials (Loom/Scribe) so customers can self-serve.

  • Manage Key Projects: You will personally lead the implementation for our VIP/Key Accounts, ensuring they go from "Signed" to "First Order" in record time (<24 hours).

  • Catalog Quality Assurance: You will set the standard for what a "perfect menu" looks like and create the guidelines for our AI Menu Ingestion quality checks.

Role Qualifications


  • Experience in FoodTech/SaaS: You have a proven track record (2+ years) in Implementation or Customer Success, ideally in the restaurant tech market.

  • Process-Oriented Builder: You love organization. You have experience creating workflows, writing documentation, and structuring chaotic environments.

  • Strong Negotiator & Communicator: You are comfortable having tough conversations. You know how to de-escalate anxiety, handle objections regarding product limitations, and align customer expectations with reality.

  • Educator Mindset: You enjoy creating content (articles, videos) that teaches and empowers users to solve problems themselves.

  • Analytical & Data-Driven: You use data to prioritize which guides to build and which processes to fix. Experience with CRM tools (HubSpot/Intercom) is essential.

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

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