This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CSM Sr Analyst based in Brazil.
The role focuses on managing strategic enterprise customer relationships and maximizing long-term business value through a consultative Customer Success approach. You will act as a trusted advisor for key accounts, helping customers achieve their goals while driving retention, adoption, and growth opportunities. The position requires strong collaboration with cross-functional teams, including Sales, Product, Support, Engineering, and Data. You will engage with senior stakeholders, translate product value into measurable business outcomes, and influence customer strategy. This is an opportunity to operate in a dynamic technology environment with high visibility and impact. The ideal candidate combines business acumen, analytical thinking, and strong relationship management skills to deliver exceptional customer outcomes.
Accountabilities:
- Manage an enterprise customer portfolio end-to-end, serving as the primary post-sales point of contact and strategic advisor for key accounts.
- Build and execute customized Success Plans aligned with customer objectives, business priorities, and measurable outcomes.
- Develop a deep understanding of customer challenges, organizational context, and executive priorities to provide proactive and consultative guidance.
- Measure, structure, and communicate business value through financial impact, operational efficiency, customer experience improvements, and adoption metrics.
- Monitor customer health indicators, identifying risks, preventing churn, and uncovering opportunities for expansion.
- Lead business reviews and executive meetings, presenting results, value delivered, strategic recommendations, and future plans.
- Identify and support expansion opportunities based on customer maturity and business value, collaborating closely with Sales teams while maintaining a consultative approach.
- Coordinate internal teams to ensure effective resolution of complex customer needs and deliver a seamless customer experience.
- Represent the voice of the customer internally, contributing insights that influence product improvements, roadmap decisions, and operational processes.
- Act as a reference point for Customer Success practices, supporting the development of processes, standards, and team maturity.
Requirements:
- 5+ years of proven experience as a Customer Success Manager, Account Manager, or similar role managing enterprise customers.
- Experience handling high-value contracts, strategic accounts, and relationships with executive stakeholders, including C-level and leadership teams.
- Strong analytical skills and experience working with Customer Success metrics such as churn, NRR, expansion, adoption, engagement, and NPS.
- Ability to understand business environments, organizational dynamics, and early indicators of customer risk.
- Familiarity with Customer Success methodologies and frameworks, including Success Plans and platforms such as Gainsight.
- Strong negotiation, communication, and stakeholder management skills, including the ability to navigate difficult conversations and align expectations.
- Excellent written and verbal communication skills with a strategic and professional approach.
- Ability to work independently, demonstrate ownership, and manage multiple strategic accounts simultaneously.
- Advanced English and/or Spanish proficiency.
- Experience in technology companies, SaaS environments, or complex digital solutions is a strong advantage.
- Background working with technically complex products that require a deep understanding of customer business needs and technology environments.
Benefits:
- Flexible working hours, providing autonomy to organize your routine with responsibility and balance.
- Flexible work model options, including remote, hybrid, or on-site arrangements depending on role requirements.
- No dress code environment focused on authenticity and comfort.
- Birthday day off to celebrate your special day.
- Recharge program offering additional paid time off each year for eligible employees.
- Monthly meal or food allowance of R$1,144.00, provided without deductions and maintained during vacations and leave periods.
- Flexible benefits allowance through a monthly Beneflex balance.
- Transportation allowance according to commuting needs.
- Access to Wellhub Plus (Gympass), including fitness, wellness apps, and activities for employees and dependents.
- Access to SESC benefits, including cultural activities, leisure, sports, hotels, and more.
- National health insurance coverage with private room accommodation options for employees and dependents.
- National dental insurance coverage with multiple plan options.
- Monthly medication support through a prescription-based benefit program.
- Life insurance coverage equivalent to 24 times the employee’s monthly salary.
- Extended maternity leave of 180 days and extended paternity leave of 30 days.
- Childcare assistance and support programs for eligible dependents.
- Additional support for employees with dependents with disabilities or neurodiversity.
- Educational incentives through partnerships with universities and language schools.
- Inclusion support program offering reimbursement for legal name and/or gender marker change expenses.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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