Senior Customer Success Manager (Digital / High-Volume)

We are hiring a SMB Success Senior Manager to our Client Success team in São Paulo. This role is to join the SMB Customer Success team in Brazil, responsible for leading and scaling a high-volume portfolio of thousands of small and medium-sized clients. As the SMB Success Senior Manager, you will lead a team of 4 to 6 specialists, driving retention, product adoption, and churn prevention through digital, automated, and AI-first models. You will map customer journeys and internal workflows, eliminate inefficiencies, and define the right balance between technology and human touch, while also supporting your team on complex negotiations and key accounts.

Responsibilities

Lead and coach a team of 4 to 6 Customer Success specialists in the SMB segment, driving retention, product adoption, and renewals; Own the retention strategy for a high-volume portfolio, ensuring the team hits monthly and quarterly targets for churn, retention, and adoption; Design and scale digital, low-touch CS models using automation, WhatsApp, and AI-first solutions; Map customer journeys and internal workflows, eliminating rework and tool gaps to improve SLA and team capacity; Identify at-risk accounts through data and build proactive prevention plans; Partner with Sales, Product, Support, and CLM to drive adoption, upsell, and cross-sell; Monitor KPIs such as NRR, GRR, Churn Rate, adoption, and cost to serve, providing reports to leadership; Build playbooks and segmentation criteria, develop the team through 1:1s and coaching, and act as escalation point for complex negotiations; Live the mission by promoting wellbeing within the team

Requirements

Located in São Paulo and available to attend the office at least once a week; Proven experience in leadership roles within Customer Success, Account Management, or Sales, focused on high-volume portfolios, retention, and renewals; Strong background in digital-first, high-volume operations, managing large portfolios through scalable models (segmentation, automation, digital touchpoints); Hands-on experience implementing or managing automated journeys for engagement, adoption, and retention, using CRM, automation, or CS platforms (e.g., Salesforce, Zendesk, Salesloft, HubSpot, Gainsight); Analytical mindset with process and systems thinking, able to turn data on churn, NRR/GRR, and adoption into prioritized actions and measurable improvements; Curious and proactive, questioning how things are done and taking ownership of improving operations; Excellent communication skills, capable of influencing internal stakeholders and external decision-makers; Advanced English to collaborate with global teams

Nice to have

Experience in SaaS; WhatsApp-based operations at scale; SQL and BI tools; applying AI to operations; certifications in Sales Methodologies or Customer Success

Benefits

Free Gold+ Wellhub membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources, with up to three family members added; WELLZ emotional wellbeing program with 52 individual therapy sessions per year and on-demand content; Health, dental, and life insurance; Flexible work with hybrid and remote options and home office reimbursement; Flexible schedule defined with leaders; Paid time off after 6 months, plus 3 additional days per year, 1 extra day per year of tenure (up to 5 days), and an extra birthday holiday; 100% paid parental leave; Career growth with development roadmap and internal opportunities