Customer Success Manager - Brasil

As a Customer Success Manager, you will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics. You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner. While this isn't a team management role, you will still have the opportunity to share your expertise with the rest of the team and even lead them in internal projects.

Responsibilities

Be responsible for the gross retention, CSAT, health score, and lock-in score of the partners; Take proactive actions to improve these metrics; Work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams; Be the primary contact of the partner; Orchestrate all efforts to keep adoption and usage high while driving value recognition; Provide the best use cases according to the partner; Help partners with panel usage and train new partners; Act as a consultant on using the products in the best way according to the partners' needs; Share expertise with the team and lead internal projects

Requirements

A university degree in Business, Marketing, Engineering, or related fields; 4+ years of relevant work experience in customer-facing roles, such as customer success, account management, or strategic consulting, preferably in a SaaS environment; Knowledge or experience with digital marketing, martech, or advertising; Strong communication skills in both writing and speaking (English & Portuguese); High sense of responsibility and accountability; Strategic thinking with excellent project management skills; Ability to establish a robust relationship with the assigned customer base; Self-motivated, a proactive teammate with innovative ideas to improve customer loyalty and adoption; Technical background, gained through academic education or relevant work experience, including the ability to read API documentation, knowledge of HTML, CSS, and XML, and understanding of basic data structures and data flows; Strong portfolio management and relationship-building skills

Nice to have

MBA preferred; Spanish is a plus

Benefits

Diverse, global team; Internal trainings covering AI fundamentals, coding, foreign languages, and personal development; Access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru; Eligibility-based ESOP (Shareowner program); Referral bonuses; Volunteering and purpose-driven social impact projects; Global retreats, team-building activities, and year-round events