Customer Success Manager, English and Spanish

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

📋 Description

• Oversee and generate revenue from a global/LATAM portfolio that includes strategic direct clients and reseller/channel partners.

• Serve as the Account Manager for direct clients, pinpointing opportunities for growth (upselling/cross-selling), negotiating, and finalizing new revenue streams.

• Cultivate and engage with resellers and distributors, implementing commercial follow-up practices and enablement strategies.

• Achieve Net MRR Expansion and MRR Expansion targets while managing MRR Churn in the international portfolio.

• Track the health of end-customers and partner performance by utilizing KPIs related to usage, adoption, and active license volume.

• Lead contract renegotiations, pricing assessments, and long-term renewals in both English and Spanish.

• Conduct intricate negotiations and manage objections during executive meetings with C-level executives, IT/Operations directors, and partner managers.

• Facilitate Executive Business Reviews (EBRs) with customers to showcase the ROI of the Pulsus solution and formulate expansion strategies.

• Organize alignment and commercial support meetings with key partners (Joint Business Planning).

• Act as the main liaison between the international portfolio and the Support, Product, Sales, and Engineering teams in Brazil.

• Contribute to the development of international service playbooks and partner management (Partner Enablement).

⛳️ Requirements

• Advanced proficiency in both English and Spanish, with strong writing, reading, and speaking abilities suited for commercial negotiations and executive discussions.

• Extensive experience in B2B enterprise/international account management, emphasizing revenue growth (upselling/cross-selling).

• Proven track record in serving and nurturing partners and resellers (Channels/Partners).

• Demonstrated capacity to negotiate contracts, address objections, and engage in discussions with C-level and global decision-makers.

• Familiarity with B2B sales methodologies, including SPIN and Challenger Sales.

• Strong understanding of SaaS KPIs: Net MRR Expansion, MRR Churn, Logo Churn, NRR, and LTV.

• Competence in translating technical and operational MDM metrics into financial and strategic value propositions.

• Comfort in adapting to and communicating with diverse business cultures across Latin America and other international markets.

• Nice-to-have: experience with Customer Success platforms (Gainsight, SenseData, CustomerX), CRMs (Salesforce, HubSpot, Pipedrive), and/or PRMs.

• Nice-to-have: knowledge of B2B SaaS, MDM, Android Enterprise, or telecom/IT solutions.

• Nice-to-have: experience in structuring channel/partner programs, developing enablement materials, commission structures, or acceleration initiatives.

• Attributes such as autonomy, adaptability to change, teamwork, a sense of ownership, and a commitment to customer satisfaction are essential.

🏝️ Benefits

• Meal/Food allowance in collaboration with iFood Benefícios.

• iFood Club membership with no fees.

• Health plan options: SulAmérica - Clássico Apartment or Especial 100 R1.

• Health plan options: Unimed Unimax - Private or Semi-private.

• Dental plan: SulAmérica or Bradesco Odonto.

• Life insurance coverage.

• Profit-sharing (PPR) based on achieving company targets.

• Day off for your birthday.

• Wellhub (Gympass): a platform offering access to gyms and apps related to physical and emotional wellness.

• Starbem: a platform featuring health and wellness partners providing online consultations in psychology, nutrition, and medicine.

• Various discounts and benefits through iFood Benefícios partners, including points accumulation in the Vale Bônus app and discounts on pharmacies, cinemas, online courses, travel, and more.