Customer Success Manager – Senior

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

📋 Description

• Oversee and monetize a portfolio of strategic clients (Tier 1 / Key Accounts), serving as the primary liaison for relationship management and commercial negotiations.

• Discover and outline opportunities for expansion (upselling and cross-selling), managing the negotiation process through to closure to enhance Monthly Recurring Revenue (MRR).

• Directly accountable for targets related to Net MRR Expansion, MRR Expansion, revenue retention, and minimizing MRR churn.

• Track account health and engagement/usage metrics to foresee cancellation risks and pinpoint commercial opportunities.

• Lead the monitoring, renegotiation, and renewal of long-term contracts, ensuring margin preservation and customer satisfaction.

• Navigate challenging discussions, align expectations, and conduct high-level negotiations with a consultative approach and business insight.

• Execute Executive Business Reviews (EBRs) / Quarterly Business Reviews (QBRs) to showcase the ROI provided by Pulsus and formulate expansion strategies.

• Chart customer organization structures to identify decision-makers, influencers, and strategic sponsors (multi-threading).

• Collaborate with Sales/Pre-sales, Support, and Product teams to facilitate tailored deliveries or intricate expansions.

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

⛳️ Requirements

• Extensive experience in Account Management or Customer Success Hunter/Sales, managing B2B enterprise/strategic portfolios.

• Demonstrated history of revenue growth (upselling/cross-selling) and generating new business within existing accounts.

• Skilled in consultative selling and B2B negotiation, including frameworks such as SPIN Selling, Challenger Sales, MEDDIC, or similar methodologies.

• Capability to negotiate with C-level executives, Directors, and IT/Operations Managers, effectively overcoming complex objections.

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

• Proficient in translating a product's technical impact into financial/strategic value and illustrating ROI in EBRs/QBRs.

• Exceptional interpersonal skills and adeptness in multi-threading.

• Comfortable with mapping organization charts and fostering relationships with key stakeholders, decision-makers, and sponsors.

• Hands-on experience with complex contract renewals, price adjustments, scope renegotiations, and commercial clauses.

• Preferred: experience with Customer Success platforms such as SenseData, Gainsight, or CustomerX.

• Preferred: experience with CRMs such as Salesforce, HubSpot, Pipefy, or Pipedrive.

• Preferred: knowledge of B2B SaaS, MDM, Android Enterprise, or corporate mobility/IT.

• Preferred: certifications or advanced courses in B2B sales, executive negotiation, or Account Management.

• Preferred: familiarity with agile methodologies or schedule management.

• Attributes: responsibility, commitment, ethical standards, eagerness to learn, adaptability to change, and a strong focus on results.

🏝️ Benefits

• Meal/Food allowance in collaboration with iFood Benefícios.

• iFood Club with no monthly fee.

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

• Health plan: Unimed Unimax - Privativo or Semiprivativo.

• Dental plan: SulAmérica or Bradesco Odonto.

• Life insurance.

• Profit Sharing (PPR) based on the achievement of company targets.

• Birthday day off.

• Wellhub (Gympass): a platform for gyms and health & wellness applications.

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

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