Customer Success Manager – Bilingual English Speaker

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

📋 Description

• Drive product usage and customer success through both individual and group interactions, such as video calls, email communications, and webinars.

• Support digital engagement points throughout the entire customer journey.

• Actively reach out to customers to reduce risks, encourage renewals, and identify opportunities for growth.

• Take ownership of and promptly escalate customer and internal inquiries.

• Assess when to escalate issues versus resolving them independently or conducting an in-depth analysis.

• Execute effective customer calls and webinars.

• Manage and prioritize a substantial volume of daily responsibilities.

• Contribute to the development and ongoing enhancement of the digital customer experience and communication strategies.

• Collaborate with teams from Renewals, Sales, Product, and Customer Success.

• Monitor customer health metrics to pinpoint engagement opportunities and potential risks.

• Assist in shaping and refining the scaled customer success strategy and programs.

⛳️ Requirements

• A minimum of 2 years of experience in customer success roles.

• Additional experience in customer support, sales, or customer marketing is advantageous.

• Proficiency in written and spoken English is required.

• Spanish language skills are considered a strong asset.

• Outstanding ability to communicate and build positive business relationships.

• Comfortable taking responsibility for ensuring customer success.

• Demonstrated capability to create and present engaging customer materials.

• Strong organizational skills.

• Ability to set milestones and maintain project plans on track.

• Understanding of how organizations assess value and drive revenue.

• Experience with recurring revenue sales models and renewal processes is beneficial.

• Experience implementing a one-to-many approach on a global scale.

• Legal authorization to work in Brazil without employer sponsorship.

🏝️ Benefits

• Remote-first working model.

• Employee-led diversity and inclusion networks.

• Annual charity and fundraising initiatives.

• Volunteer days.

• Global employee sustainability initiatives.

• Global fitness and trivia competitions.

• Global wellbeing days.

• Monthly wellbeing webinars and training.

• Equal opportunity and recruitment-process adjustments.