Customer Success Manager – SMB BR

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

📋 Description

• Take ownership of the complete customer journey for a selection of Mid Market accounts.

• Develop and nurture relationships with key stakeholders, including high-level decision-makers.

• Implement structured governance through regular meetings, agendas, follow-ups, escalation pathways, and accountability measures.

• Convert product usage and operational data into impactful business discussions regarding ROI, savings, and operational efficiency.

• Identify opportunities for expansion and collaborate with revenue leaders on land-and-expand initiatives.

• Proactively identify and address risks early by utilizing health indicators, adoption signals, and stakeholder engagement.

• Coordinate with Product, Implementation, Support, and Revenue teams to facilitate customer outcomes.

• Keep accurate records of account context and activity in CRM and internal tools.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related discipline.

• Over 4 years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software settings.

• Experience in customer-facing roles within SaaS for enterprise clients.

• Proven track record in renewals and/or expansions.

• Proficiency in Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms.

• Fluent in both Portuguese and Spanish (written and spoken).

• Strong commercial insight and understanding of renewals, contract value, and expansion strategies.

• Executive presence with the ability to lead structured, outcome-oriented discussions with senior stakeholders.

• Analytical and data-driven approach.

• High level of operational discipline, structured governance, thorough documentation, and CRM maintenance.

• Capability to manage multiple relationships and proactively mitigate risks.

• Ability to thrive in dynamic environments with minimal supervision.

🏝️ Benefits

• Competitive salaries.

• 100% Remote Work (You choose your work location).

• 500 USD annually for personal learning investments.

• Entrepreneurial culture.

• Open lines of communication with management and company leadership.

• Small, dynamic teams leading to significant impact.