Customer Success Manager – Senior

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

📋 Description

• Oversee and optimize a portfolio of key customers (Tier 1 / Key Accounts), serving as the main contact for relationship management and commercial discussions.

• Actively seek out and identify expansion opportunities (upselling and cross-selling), driving the negotiation process to completion to enhance MRR growth.

• Take responsibility for targets related to Net MRR Expansion, MRR Expansion, revenue retention, and reducing MRR churn.

• Track customer health and engagement metrics to foresee cancellation risks and uncover commercial opportunities.

• Manage contract follow-ups, renegotiations, and renewals of long-term contracts, ensuring profitability and customer satisfaction.

• Conduct challenging discussions, align expectations, and lead strategic negotiations with C-level executives using a consultative approach and business acumen.

• Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) aimed at showcasing the ROI provided by Pulsus while formulating expansion strategies.

• Create organizational maps to pinpoint decision-makers, influencers, and strategic sponsors (multi-threading).

• Collaborate with Sales/Pre-sales, Support, and Product teams to facilitate custom solutions or complex expansions.

• Contribute to the development of the Customer Success team's expansion and negotiation playbook by sharing best practices.

⛳️ Requirements

• Demonstrated experience in Account Management or as a CS Hunter/Sales, managing B2B enterprise/strategic portfolios.

• Proven success in revenue expansion (upselling/cross-selling) and generating new business within current accounts.

• Expertise in consultative selling and B2B negotiation techniques such as SPIN Selling, Challenger Sales, MEDDIC, or similar methodologies.

• Capability to negotiate with C-level executives, Directors, and IT/Operations Managers, adept at overcoming intricate objections.

• Practical knowledge of SaaS metrics: Net MRR Expansion, MRR Churn, Logo Churn, NRR, GRR, and LTV.

• Ability to translate technical impacts into financial/strategic value, demonstrating ROI in EBRs/QBRs.

• Exceptional interpersonal skills and the ability to multi-thread effectively.

• Proficiency in mapping organizational structures and fostering relationships with key stakeholders, decision-makers, and sponsors.

• Experience with complex contract renewals, price adjustments, scope renegotiations, and commercial clauses.

• Plus: familiarity with SenseData, Gainsight, CustomerX, Salesforce, HubSpot, Pipefy, or Pipedrive.

• Plus: understanding of B2B SaaS, MDM, Android Enterprise, or corporate mobility/IT.

• Plus: certifications or advanced training in B2B sales, executive negotiation, or Account/Key Account Management.

• Plus: knowledge of agile methodologies or schedule management.

• Responsible, dedicated, ethical, inquisitive, adaptable to change, and results-oriented.

🏝️ Benefits

• Meal/food allowance in collaboration with iFood Benefits.

• iFood Club membership without any fees.

• Health insurance options: SulAmérica - Classic Apartment or Special 100 R1; Unimed Unimax - Private or Semi-private.

• Dental plans: SulAmérica or Bradesco Odonto.

• Life insurance coverage.

• Profit sharing (PPR) contingent on meeting company targets.

• Day off for birthdays.

• Wellhub (Gympass): access to gyms and applications related to physical, emotional health, and wellness.

• Starbem: platform offering health and wellness partners with online consultations available with psychologists, nutritionists, and doctors.

• A variety of discounts and benefits through iFood Benefits partners, including points accumulation in the Vale Bônus app, discounts at pharmacies, cinemas, online courses, travel, and much more.

• Remote-first work policy: the flexibility to work from any location of your choice.