Customer Success Manager – Customer Success

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

📋 Description

• Act as the main point of contact for customers throughout their entire journey — from pre-sales and activation to operations and renewal.

• Foster and maintain strong relationships with the customer base.

• Conduct regular check-ins to collect feedback, foresee churn risks, and pinpoint opportunities.

• Document and organize customer insights, sharing them with the Operations, Maintenance, and Product teams.

• Keep HubSpot current with communication histories and pertinent interactions.

• Monitor and react to automated HubSpot notifications.

• Oversee the Customer Success Analyst's CRM updates and the preparation of necessary documents and reports.

• Identify customers and opportunities to develop success stories and social proof.

• Recognize upselling and account expansion opportunities.

• Assist the Sales team by providing information regarding customer profiles and maturity levels.

• Contribute to Marketing efforts, including testimonials, impact data, success story narratives, and NPS.

⛳️ Requirements

• Proven experience in Customer Success, B2B customer service, or account management.

• Exceptional verbal and written communication skills, characterized by clarity, empathy, and active listening.

• Familiarity with CRM systems (HubSpot or similar) and a disciplined approach to interaction logging.

• A relationship-oriented, proactive, and results-driven mindset.

• Capability to independently coordinate people and processes.

• Knowledge of the wastewater treatment, sanitation, or industrial equipment sectors is a plus.

• Experience in managing rental or recurring-service contracts is advantageous.

• Understanding of Customer Success metrics such as NPS, Churn Rate, Health Score, and LTV is beneficial.

• Background in technology companies or with IoT products is a plus.

🏝️ Benefits

• Contractor compensation (PJ) — 12 invoices per year.

• No benefits.