Manager, Customer Success

BPOD Latam is looking for a Manager, Customer Success to join a important company team in São Paulo, Brazil. 

Mission

The Manager, Customer Success is responsible ensures execution excellence, consistency, and predictability across the customer lifecycle, while driving retention, expansion readiness and operational efficiency. The manager acts as the link between strategy, execution, and results.

Responsibilities

• Lead, coach, and develop Customer Success Managers and Renewal Specialists and Managers, across different engagement tiers.


• Own the end-to-end lifecycle execution, ensuring renewals are planned, tracked, and executed with discipline and clear ownership.


• Define and monitor KPIs such as GRR, NRR, renewal rate, churn risk, adoption progress, and pipeline coverage.


• Ensure playbooks, cadences, and success plans are executed consistently across all accounts and segments. Make sure renewals cadence is being executed and ensure on time renewals.


• Oversee risk detection, recovery plans, and executive escalations for critical accounts.


• Build and maintain accurate renewal and retention forecasts, enabling leadership visibility and planning.


• Align Customer Success and Renewals with Sales, Marketing, Support, Finance, and Product teams.


• Govern the use of CS platforms, dashboards, health scores, and reporting standards.


• Review and support QBR quality and strategic alignment across Enterprise and key Essential accounts.

Requirements

• Proven experience leading Customer Success and/or Renewals Management teams in SaaS or technology environments.


• Strong understanding of subscription business models, renewals, churn drivers, and expansion mechanics.


• Experience managing multiple engagement models or customer segments at scale.


• Analytical mindset with ability to interpret data, dashboards, and forecasts.


• Strong leadership, communication, and stakeholder management skills.


• Experience with CS platforms such as Planhat, Gainsight, or similar.


• Advanced English and Spanish languages. 

Preferred Skills

• Experience owning renewal forecasting and renewal pipeline management.


• Experience leading multi country team.


• Ability to design and optimize playbooks, cadences, and escalation frameworks.


• Exposure to executive-level customer interactions and escalations.

Success Metrics

• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).


• Renewal rate and forecast accuracy.


• Reduction in churn risk and late renewals.


• Consistent execution of CS playbooks across teams.


• Team performance, engagement, and development.