Customer Success Manager, CSM

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

📋 Description

• Ensure an outstanding journey for clients by mobilizing other teams to resolve demands swiftly and efficiently.

• Monitor satisfaction, engagement, and retention while proposing practical and strategic actions.

• Collaborate with other departments, sharing learnings and insights regarding the customer experience.

• Track the client portfolio using tools and data to support decision-making.

• Identify opportunities for cross-selling and upselling Asaas solutions.

• Log and monitor requests in an organized manner.

• Present best practices for utilizing Asaas solutions.

• Focus on retention and loyalty of the client base with personalized action plans.

• Manage clients with complex demands, tracking results and anticipating bottlenecks.

• Conduct strategic meetings with defined cadence, key indicators, and goals.

• Prepare and present reports to support clients’ decision-making processes.

⛳️ Requirements

• Bachelor's degree completed or in progress, preferably in Administration, Marketing, Information Systems, or Financial Management.

• Advanced experience with Customer Success practices and strategies.

• Experience in managing client portfolios.

• Experience conducting Executive Business Reviews (EBRs).

• Ability to identify expansion opportunities.

• Results-oriented focus on retention.

• Direct responsibility experience for retention and expansion.

• Ability to conduct executive-level conversations.

• Strong organizational skills and autonomy.

• Experience in Fintech or Payment Processing companies.

• Intermediate knowledge of Customer Experience (CX), customer journey, and touchpoint mapping.

• Consistent use of AI in the workplace to enhance speed and scale.

• Certifications in Customer Success and Customer Experience are advantageous.

• Intermediate proficiency in English and/or Spanish is a plus.

🏝️ Benefits

• Medical and dental assistance without co-payment.

• Life insurance.

• Assistance for medication purchases.

• Support for physical activities.

• Four free monthly therapy or nutrition sessions via Zenklub.

• Quick massage services at the headquarters.

• Flexible food allowance on a Visa card.

• Free food available on-site.

• Childcare assistance.

• Parental support program.

• Extended maternity and paternity leave.

• In-company training platform.

• Educational assistance with a 70% subsidy on tuition for degrees and language courses, as well as books.

• Home office assistance.

• Work equipment provided.

• Furniture assistance.

• Partnership with WOBA for coworking space access throughout Brazil.

• Day off during the birthday month.

• Happy Hour assistance.

• Bonus for referring new employees.

• Performance-based annual bonus.

• Stock Options plan.

• No dress code policy.