This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the main liaison between the customer and the Support, Monitoring, Integration, and Implementation teams.

• Ensure customers are well-informed about the status of tickets, projects, and timelines.

• Oversee the health of the Invoice-to-Pay customer portfolio, identifying potential risks of dissatisfaction, churn, or escalation.

• Set clear expectations regarding the scope of support services provided.

• Assist in contract renegotiations and project prioritization in partnership with the Legal and Project Management teams.

• Articulate the new AI-first service model to customers while managing expectations about response times.

• Gather and consolidate customer feedback to aid prioritization and communication strategies with the Chief Product Officer and board.

⛳️ Requirements

• Prior experience in Customer Success, Account Management, or B2B Customer Support, ideally in SaaS or tax/finance sectors.

• Excellent communication skills to navigate challenging conversations, including scope renegotiations, timeline discussions, and feature deprecations.

• Ability to work in a product run-off environment, concentrating on expectation and relationship management rather than sales or expansion.

• Proficient in handling data and utilizing CRM tools.

• Familiarity with—or eagerness to quickly learn—the Invoice-to-Pay domain, including tax workflows, ERP integrations (SAP, TOTVS), and regulatory requirements.