Senior CSM Analyst

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

📋 Description

• Oversee a portfolio of enterprise and strategic clients from start to finish, serving as the primary point of contact post-sales.

• Create and implement customized Success Plans that align with the client's strategic goals and business KPIs.

• Function in a consultative role, deeply understanding the client's context, challenges, and executive priorities.

• Regularly measure, structure, and communicate business value at the executive level, converting Blip usage into financial impact, operational efficiency, and quantifiable enhancements in the end-customer experience.

• Track health metrics (both quantitative and qualitative), proactively identifying churn risks and growth potential.

• Organize and lead QBRs and EBRs, showcasing results, delivered value, and outlining next steps.

• Recognize, structure, and facilitate expansion opportunities based on customer value and maturity, collaborating with Sales while maintaining a consultative approach.

• Coordinate efforts among internal teams (Support, Product, Engineering, Sales) to ensure effective collaboration and resolution of complex issues.

• Act as the customer advocate within the organization, influencing product roadmaps, prioritization, and enhancements to products/processes.

• Serve as a technical and behavioral resource for other CSMs, aiding in the development of practices, standards, and team maturity.

⛳️ Requirements

• Minimum of 5 years of robust experience as a Customer Success Manager, Account Manager, or in a similar role, particularly with enterprise clients.

• Demonstrated success in managing high-value contracts (substantial ARR) and engaging with executive stakeholders (C-level and directors).

• Strong analytical abilities, with proficiency in metrics such as churn, NRR, expansion, adoption, engagement, and NPS.

• Solid business understanding, awareness of organizational context, and capacity to recognize signs of structural risk.

• Familiarity with Customer Success frameworks (e.g., Gainsight, Success Plans, etc.).

• Competence in handling challenging conversations, negotiating renewals, and managing expectations in intricate environments.

• Exceptional verbal and written communication skills, coupled with a professional and strategic demeanor.

• Ability to operate independently with significant responsibility and a strong sense of ownership.

• Highly organized and disciplined, capable of managing multiple strategic accounts at once.

• Proficient in English and/or Spanish at an advanced level.

🏝️ Benefits

• Food or Meal Allowance: R$1,144.00 per month, non-deductible, provided even during vacation and leave periods.

• Transportation Allowance: Available as required for commuting purposes.

• Wellhub Plus (Gympass): Complimentary access to the Starter plan for gyms, wellness applications, and physical activities; also available for dependents.

• SESC Partnership: Opportunities for cultural activities, leisure, sports, hotels, holiday resorts, and more.

• Health Insurance (Sulamérica): National coverage, private room for you and your dependents, with costs shared only via copayment.

• Dental Plan (Odontoprev): National coverage for you and your dependents, offering three plan options, with full coverage for the selected plan.

• Vidalink Medication Plan: Monthly allowance of R$50.00 for prescription medication purchases.

• Life Insurance: Coverage amounting to 24 times your monthly salary.

• Extended Maternity Leave: 180 days to support the transition into this new phase.

• Extended Paternity Leave: 30 days to facilitate bonding and presence.

• Childcare Assistance: Reimbursement of R$676.81 for children up to 2 years and R$592.21 for children up to 5 years.

• Assistance for Dependents with Disabilities (PCD): Support of R$846.02 for children with disabilities or neurodiversity.

• Educational Support: Partnerships with higher education institutions and language schools.

• "Your Name Matters": Reimbursement of up to R$250.00 for expenses related to name and/or gender marker changes, promoting inclusion and respect for identity.