Customer Success Manager

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

📋 Description

• Take full ownership of the customer lifecycle for a portfolio of enterprise accounts in LATAM, overseeing everything from onboarding to renewal and expansion.

• Cultivate and maintain strong relationships with customer stakeholders and executive sponsors, serving as a trusted strategic advisor throughout their AI journey.

• Establish and monitor success metrics, health scores, and adoption milestones for each account; convert platform usage into business outcomes and ROI.

• Create and implement activation strategies — including champion programs, office hours, usage reviews, and tailored workshops — that promote significant platform adoption.

• Conduct quarterly business reviews (QBRs) with customer leadership to showcase achieved value and align on future steps.

• Actively seek out expansion opportunities and collaborate with sales on upsell and cross-sell initiatives.

• Coordinate cross-functional teams (Product, Engineering, Solutions) to address escalations and eliminate obstacles to customer success.

• Represent the voice of LATAM customers internally by providing feedback, highlighting regional nuances, and identifying product gaps to Product and Engineering teams.

• Create and enhance enablement resources — such as playbooks, onboarding guides, and training materials — specifically designed for LATAM markets.

• Develop and foster champion communities and power user networks within customer organizations.

⛳️ Requirements

• 4 - 7+ years of experience in customer-facing roles such as Customer Success, Account Management, or Strategic Partnerships within a SaaS or enterprise software environment.

• Proficient in both Portuguese and English; Spanish proficiency is highly preferred.

• Demonstrated success in managing customer outcomes from start to finish, including activation, adoption, retention, and expansion.

• Experience handling a portfolio of enterprise accounts and navigating complex, multi-stakeholder environments.

• Proven ability to link platform usage to business outcomes and effectively communicate ROI to both business and executive audiences.

• Strong facilitation skills — capable of designing and leading workshops, training sessions, and business reviews that drive customer action.

• Excellent communication skills and executive presence; able to present confidently at the C-suite level while simplifying complex concepts for varied audiences.

• Sufficient technical fluency to engage credibly with engineering stakeholders and collaborate effectively with technical teams.

🏝️ Benefits

• Competitive salary and equity in a rapidly growing AI infrastructure company.

• Opportunity to work at the cutting edge of agentic AI with some of the most ambitious enterprise teams globally.

• Remote-friendly culture with flexible working options.

• Allocated budget for learning, conferences, and professional development.

• Access to state-of-the-art LLM credits, tools, and infrastructure.

• A collaborative, low-ego team that works efficiently and celebrates achievements together.