Customer Success Manager

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

📋 Description

• Serve as the primary point of contact for all enterprise Sentinel accounts, managing the relationship effectively.

• Coordinate interactions between Product, Support, and Sales teams to ensure a seamless BotCity customer experience.

• Engage multiple stakeholders across IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC.

• Conduct onboarding sessions, Quarterly Business Reviews (QBRs), and health assessments.

• Compile data and ROI narratives for QBR presentations.

• Proactively identify opportunities for expansion and renewal risks, delegating commercial negotiations and pricing decisions to the Sales team.

• Create and implement the initial version of the Sentinel Customer Success playbook, encompassing onboarding, health scoring, and escalation procedures.

• Identify regional accounts with potential for global expansion and escalate these opportunities to HQ stakeholders.

• Address technical issues by directing them to Support/Product while maintaining communication with customers.

• Articulate the structured voice of the customer to Product teams, utilizing insights from pain points and usage data.

• Regularly report on account status, expansion efforts, and any risks to Customer Success and Sentinel leadership.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in Business, Technology, or a related discipline.

• Over 4 years of experience in Customer Success or Account Management with enterprise B2B clients, particularly in a High Touch/consultative approach.

• Proven experience managing international or globally-present enterprise accounts, not limited to domestic or LATAM markets.

• Competence in engaging senior technical stakeholders across IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC.

• Experience in establishing or developing Customer Success processes, playbooks, or methodologies from the ground up in early-stage products.

• Proficient in monitoring and reporting on Net Revenue Retention (NRR), expansion, churn, Time to First Value (TTFV), and Time to Activation.

• Previous experience in a fast-paced startup environment characterized by early-stage, high-growth dynamics.

• Familiarity with Customer Success software and tools, such as HubSpot.

• Knowledge of MS Office/Excel, Google Suite, and Notion.

• Comfortable utilizing AI tools for account research, deal strategy, and enhancing efficiency.

• Willingness to travel as necessary to support events, visit customers, and engage with the team.

• Proficient in Portuguese.

• Proficient in English.

• Preferred: knowledge of security/compliance concepts, including vulnerability management and governance frameworks.

• Preferred: previous experience in Cybersecurity, GRC, or related software implementation.

• Preferred: experience managing customers with an emphasis on on-premise products.

• Preferred: advanced proficiency in Spanish.

🏝️ Benefits

• Flexible global remote work arrangement.

• Opportunity to collaborate with a diverse global team across the US and LATAM.

• High-impact, independent work culture focused on excellence.

• Chance to develop the first Sentinel Customer Success playbook and related processes.

• Exposure to enterprise clients, including Bayer and LG.

• Opportunity to work closely with Product, Engineering, Support, Sales, and leadership teams.