Customer Success Team Manager – Enterprise

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

📋 Description

• Lead the Enterprise Customer Success team, concentrating on the adoption, retention, and expansion of strategic accounts.

• Develop, mentor, and enhance the team's capabilities while recruiting high-performance talent with a strong emphasis on efficiency and results.

• Directly engage with Enterprise clients during critical phases of their journey, including strategic renewals, significant risks, expansion opportunities, or solution redesigns.

• Serve as a structured link between clients and the Product team, offering insights to influence solution development and prioritize the roadmap.

• Create and scale processes that guarantee predictability, efficiency, and excellence throughout the Enterprise customer journey.

• Establish and track clear KPIs (MRR, churn, NRR, activation, onboarding time) to ensure consistent achievement of targets.

• Facilitate product adoption through data-driven and personalized customer experiences.

• Identify and curate expansion opportunities within the existing customer base.

• Mitigate churn through structured action plans that combine data analysis with active customer engagement.

⛳️ Requirements

• Previous experience in leading Customer Success teams or similar areas, ideally in SaaS companies.

• Experience managing Enterprise clients.

• Advanced/Fluent English (interviews conducted in English and daily interactions with stakeholders).

• Strategic mindset accompanied by strong analytical skills.

• Exceptional communication and stakeholder management abilities, both internally and externally, including with large enterprise clients.

• Strong analytical skills supporting a data-driven decision-making process.

• Direct accountability for outcomes (NRR, retention, and expansion), rather than merely processes.

• Proficiency in Excel and/or Google Sheets for analysis and reporting.

🏝️ Benefits

• Compensatory time off (Banco de Horas).

• Meal/Grocery voucher.

• Medical, Dental, and Group Life Insurance.

• Pet plan.

• iFeel app for emotional well-being.

• Gympass for you and up to 3 people.

• Payroll loan services (available after 6 months of employment).

• Stock options (4-year vesting period).

• Paid day off for your birthday.

• Childcare assistance.

• Partnership club with discounts at educational institutions.

• Employee referral program: up to R$600 per referred person after 6 months of employment.

• Leave of absence/time-off: 10 days for the death of a loved one, 2 days for the death of a pet, 7 days for marriage, 30 days paternity leave, and 6 months maternity leave after the arrival of a child.