Customer Success Manager, Mid-level, LATAM, Portuguese, Spanish

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

📋 Description

• Oversee national and LATAM accounts, driving strategic renewals while identifying upsell and cross-sell opportunities to enhance revenue.

• Utilize negotiation strategies and engagement triggers to ensure customer retention and reduce churn, diagnosing root causes to suggest process enhancements.

• Serve as a strategic partner, conducting diagnostics and proposing solutions that deliver value, address challenges, and promote customer growth.

• Organize project cycles based on real feedback, reporting impacts and results that guide product development and new sales initiatives.

• Anticipate potential relationship or product issues, recommending adjustments that ensure project health and continuity.

• Comprehend the factors contributing to churn and cancellations to recommend process improvements and eliminate bottlenecks;

• Conduct diagnostics and propose strategies that facilitate client growth;

• Monitor outcomes related to system implementation and provide support dedicated to customer success;

• Communicate project impacts and results with the company for use as input in content creation, materials, and new sales strategies;

⛳️ Requirements

• Fluency in Spanish for conducting meetings, presentations, and negotiations (both written and spoken);

• Experience with the customer lifecycle, account governance, and management of success metrics;

• Practical experience in contract negotiations and upsell/cross-sell techniques;

• Comfort with revenue targets (NRR/Churn) and a continuous pursuit of performance;

• Strong active listening and business diagnostic skills to transform customer pain points into strategic solutions;

• Comfortable working towards targets and results-driven outcomes;

• Ability to establish and maintain ongoing client relationships;

• Familiarity with CRM systems;

• Knowledge of or interest in Strategic HR and Performance Management;

• Experience with SaaS platforms and quick adaptability to new digital products;

🏝️ Benefits

• Quarterly commission based on target achievements;

• Development support: 2 hours per week during business hours for study, regular feedback, performance management platform, semi-annual performance reviews, and ongoing mental health surveys;

• Flexible meal allowance (Cartão Caju): R$43.00 per business day, not deducted from payroll or vacation pay.

• Home office allowance (Cartão Caju): R$100.00 per month;

• Bradesco health plan - up to 72% coverage paid by the company;

• Bradesco dental plan - small monthly fee if enrolled;

• Flexible working hours;

• Remote work option;

• Birthday day off and an additional day off for work anniversaries;

• Maternity, paternity, bereavement, and marriage leave;

• Childcare assistance for children up to 5 years old;

• Wellhub;

• Conexa Saúde;

• Life insurance;