Customer Success Manager

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

📋 Description

• Manage and cultivate a portfolio of North American B2B accounts post go-live.

• Facilitate Executive Business Reviews and Quarterly Business Reviews.

• Create Joint Success Plans.

• Oversee contract renewal and expansion discussions.

• Monitor product utilization and customer health indicators.

• Proactively identify and address churn risks.

• Advise clients on fundamental procurement use cases.

• Conduct refresher training sessions for key users.

• Assist customers with the adoption of new products, modules, and strategic integrations.

• Engage in discussions regarding pricing, contract renewals, upselling, and cross-selling.

• Gather customer feedback, market insights, and product requirements for the Product, Sales, and Marketing teams.

• Involve satisfied customers in case studies, platform reviews, and referrals.

⛳️ Requirements

• Demonstrated experience in Customer Success or Account Management within a B2B SaaS context.

• Exceptional English communication skills, both written and verbal.

• Strong presentation skills.

• Capability to engage in smooth and confident small talk with US clients.

• Understanding that Customer Success acts as a growth catalyst, rather than merely technical support.

• Comfortable discussing financial topics, including price changes, upsells, and cross-sells.

• Process-oriented problem solver adept at finding innovative solutions in complex customer environments.

• Skilled in managing challenging client conversations.

• Demonstrated ability to take full responsibility for outcomes.

• Ability to excel in a fast-paced, growing environment.

• Experience with North American or US clients is a valuable asset.

• A general understanding of B2B Sales and Marketing functions is a plus.

🏝️ Benefits

• Reimbursement for professional development through courses, conferences, and educational resources.

• 26 paid vacation days each year.

• Unlimited paid sick leave.

• Flexible, results-driven work arrangements.

• Trust-based management approach without micromanagement.

• A supportive and ambitious team environment.

• A 3-month trial period.