Digital Customer Success Manager

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

📋 Description

• Daily monitor the Health Score of the digital portfolio and take necessary actions in response to declines, risk alerts, and inactivity.

• Track product usage events in Mixpanel, such as logins, feature adoption, AI utilization, and key workflows, and convert them into actionable triggers.

• Maintain segment dashboards and alerts that cover health distribution, adoption rates, risk factors, and the renewal pipeline.

• Ensure that CRM and portfolio data are accurate and up-to-date, facilitating reliable automations and reporting.

• Manage the Digital Journey, which includes automated emails, in-app messages, webinars, office hours, and help center content.

• Implement event-based plays and oversee CTAs for the hybrid segment.

• Collaborate with CS AI agents by supervising deliverables, escalating exceptions, and suggesting improvements.

• Test, assess, and refine messaging and outreach strategies through A/B testing.

• Act as the primary human contact for risk calls, adoption sessions, and discussions regarding renewals.

• Identify opportunities for expansion and forward qualified leads to the Renewals team.

• Escalate issues to Support, Product, or Enterprise Customer Success Managers (CSMs).

• Convey customer feedback and usage insights to Product and Customer Success leadership.

⛳️ Requirements

• Proven experience in Customer Success within the B2B SaaS sector, including a minimum of 1 year in Digital CS, Scaled CS, CS Operations, or a pooled/long-tail model.

• Practical experience in monitoring Health Scores and taking appropriate actions based on usage analytics.

• Familiarity with product analytics tools (such as Mixpanel or Amplitude) and CRM/CS platforms (including HubSpot, Gainsight, Totango, ChurnZero, or similar).

• Experience in creating or managing automated customer journeys, which encompass email sequences, in-app messages, triggers, and workflows.

• Strong analytical skills with advanced proficiency in spreadsheets, dashboard creation, trend analysis, and converting insights into actionable strategies.

• Background in managing extensive portfolios (over 100 accounts) through effective prioritization and automation techniques.

• Proficient in both Spanish and English at an advanced level.

• Excellent written communication skills, as the majority of the work is conducted in a one-to-many format.

🏝️ Benefits

• Meal allowance provided via a Swile card.

• Work-from-home allowance available on a Swile card.

• Comprehensive health insurance.

• Life insurance coverage.

• Spanish language classes.

• Partnership with EnglishPass.

• A day off for your birthday and an additional day off for your children's birthdays.