Customer Success Manager

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

📋 Description

• Oversee a substantial portfolio of SMB and mid-market clients.

• Enhance engagement through automated touchpoints rather than manual follow-ups.

• Assess accounts based on health status, risk levels, and growth opportunities.

• Ensure clients successfully launch and achieve early value realization.

• Track usage and proactively step in when accounts show signs of stagnation.

• Collaborate with the onboarding team to guarantee smooth and consistent transitions.

• Create and implement scalable initiatives such as email sequences, webinars, and in-app engagement flows.

• Develop repeatable playbooks for onboarding, adoption, and renewal processes.

• Continuously enhance procedures to effectively support a larger customer base.

• Detect at-risk accounts early by utilizing health indicators.

• Take proactive measures to minimize churn and enhance customer results.

• Facilitate renewal efforts through ongoing engagement and value reinforcement.

• Utilize tools like Vitally, Intercom, and CRM data to manage your portfolio.

• Monitor key performance indicators such as adoption, engagement, churn risk, and retention.

• Provide insights to the team to refine product offerings, processes, and customer experience.

• Perform additional tasks as assigned.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or B2B tech environment.

• Proven experience managing a substantial book of business.

• Strong operational mindset.

• Proficient in working with data and identifying trends.

• Familiarity with tools such as Vitally, Intercom, HubSpot, or Salesforce.

• Experience in creating or enhancing Customer Success playbooks and automation workflows.

• Proactive communicator with excellent organizational skills.

• Ability to balance speed, quality, and scalability.

• Capability to work both independently and collaboratively as part of a diverse team.

• Must possess a technical, analytical, results-driven approach and the ability to multitask in a fast-paced setting.

• Well-organized, administratively proficient, with strong writing, phone, and communication skills.

• Fluent in English (both spoken and written); knowledge of an additional language is a plus.

🏝️ Benefits

• A vibrant and dynamic environment with an exceptional leadership team.

• Comprehensive training program and regular performance evaluations to support your success.

• Competitive compensation commensurate with experience and demonstrated capabilities.

• Attractive referral programs featuring incentives and bonuses.

• Incredible product discounts when utilizing our products for your own business.

• A global team of diverse and talented colleagues.

• A close-knit operation with remarkable growth opportunities for personal development.

• Corporate headquarters located in the picturesque city of Vancouver, British Columbia, Canada.