Customer Success Manager

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

📋 Description

• Manage a portfolio of 10–20 B2B clients throughout Brazil and the Southern Cone.

• Proactively seek and finalize upsell and cross-sell opportunities across USD accounts, FX, stablecoin on/off-ramps, and global payouts.

• Increase customer revenue and transaction volume while achieving expansion and NRR objectives.

• Lead commercial negotiations regarding pricing, renewals, contract extensions, and other conditions.

• Guide customers from technical initiation through to launch and ongoing volume.

• Address issues related to payment processes, API integrations, and account management.

• Monitor customer health, identify risks of churn or volume declines, and keep account activity and pipeline data updated.

• Advocate for Brazilian customer needs internally and convert them into product features.

• Report directly to the Head of Customer Success.

• Collaborate with Business Development, Product, Engineering, Operations, and Compliance teams.

• Assist in developing the customer success playbook in a 0-to-1 setting.

⛳️ Requirements

• 5–7 years of experience in Customer Success, Account Management, or Implementation within a fast-growing fintech, payments, or B2B SaaS environment.

• Demonstrated success in meeting expansion, upsell, or account growth metrics; provide details on quotas, targets, and account growth achievements.

• Proficient in working with APIs and conveying technical concepts to both developers and business stakeholders.

• Comprehensive knowledge of the Brazilian financial landscape and payment systems, including Pix, FX, and local regulations.

• A commercial approach that prioritizes value addition and the enhancement of customer relationships.

• Proactive communication across functions and the ability to simplify complex requirements into clear, actionable plans.

• Comfortable working in ambiguous, fast-paced, and resource-limited settings.

• Exceptional follow-through skills.

• Fluent in Portuguese and English.

• Residing in Brazil.

• Availability to overlap a few hours daily with US Eastern time.

• Must have authorization to work in the country of residence.

• No visa sponsorship is available.

• Background checks may include criminal history, employment and education verification, and sanctions screening.

🏝️ Benefits

• Health coverage.

• Paid time off and holidays.

• Home office or equipment allowance.

• Professional development budget.

• In-person team offsites.

• Candidates outside the US may receive locally structured pay and benefits through an employer of record or as contractors.