Customer Success Manager

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

📋 Description

• Oversee, mentor, and nurture a small team of Customer Success professionals while maintaining active engagement with customers.

• Lead by example through direct customer interactions and operational excellence.

• Set clear performance expectations, key performance indicators (KPIs), and accountability standards.

• Conduct frequent one-on-ones, performance assessments, and career development discussions.

• Foster a culture centered on customer obsession, accountability, collaboration, and continuous improvement.

• Guide junior Customer Success team members to enhance their skills in customer management, communication, and problem-solving.

• Ensure comprehensive customer coverage across various accounts and time zones.

• Take ownership of customer retention, health, and satisfaction metrics.

• Formulate and implement customer success strategies aimed at improving onboarding, adoption, retention, and growth.

• Serve as an escalation point for intricate customer situations.

• Monitor customer health metrics and proactively mitigate risks.

• Facilitate successful onboarding experiences and ensure positive long-term customer outcomes.

• Identify growth opportunities within accounts and collaborate with Sales on expansion efforts.

• Enhance Customer Success processes, workflows, documentation, and playbooks.

• Maintain accuracy and actionability of customer data, account details, and health tracking.

• Create reports and dashboards to evaluate team performance and customer outcomes.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing SaaS role.

• Prior experience in leading, mentoring, or coaching Customer Success team members. Formal management experience is preferred but not mandatory.

• Ability to balance individual customer ownership with team leadership duties.

• Proven track record of driving customer retention, health, and fostering long-term customer relationships.

• Experience within SaaS organizations.

• Excellent written and verbal communication abilities.

• Experience managing customer escalations and complex client relationships.

• Demonstrated capability to develop and refine customer-facing processes.

• Experience collaborating cross-functionally with Product, Engineering, Sales, and Marketing teams.

• Strong analytical, organizational, and problem-solving acumen.

• High proficiency in Google Workspace (Docs, Sheets, Slides).

• Familiarity with CRM and Customer Success platforms like HubSpot, Intercom, Zendesk, ChurnZero, Gainsight, or similar tools.

• Comfortable utilizing AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to enhance productivity, resolve issues, and streamline processes.

🏝️ Benefits

• Flexible Time Off

• Paid Holidays

• Paid Parental Leave

• Work From Home Stipend

• Co-working Space Allowance

• Therapy/Mental Health Reimbursement

• Learning Stipend

• Referral Bonus Program

• Annual Company Offsite (Barcelona 2026)