Customer Success Manager - CSM | Analista de Sucesso do Cliente

The Customer Success Manager will be responsible for managing a strategic customer portfolio, ensuring satisfaction, retention, and expansion through proactive relationship management and data-driven strategies.

• Manage a portfolio of strategic customers, ensuring engagement, satisfaction, retention, and long-term success.


• Build strong relationships with clients by understanding their goals, challenges, and business needs.


• Monitor customer success indicators such as satisfaction, engagement, and retention metrics, creating action plans when needed.


• Collaborate with internal teams to resolve customer challenges efficiently and improve the overall experience.


• Identify cross-sell and upsell opportunities aligned with customer needs and business objectives.


• Guide customers on best practices for using available solutions and maximizing value.


• Develop personalized retention strategies focused on customer loyalty and perceived value.


• Manage complex customer situations, monitoring outcomes and proactively addressing potential risks.


• Conduct strategic business reviews and recurring meetings, tracking key indicators and goals.


• Prepare and present reports and insights that support customer decision-making.


• Maintain organized records of customer interactions, requests, and follow-up activities.


• Contribute to the improvement of Customer Success processes, methodologies, and workflows.

Requirements

The ideal candidate is a customer-focused professional with experience in Customer Success, account management, and strategic relationship development, with strong analytical and communication skills.

• Bachelor’s degree completed or in progress, preferably in Business Administration, Marketing, Information Systems, Finance, or related fields.


• Advanced experience with Customer Success practices, including portfolio management, business reviews, expansion opportunities, and retention strategies.


• Proven experience with direct responsibility for customer retention and revenue expansion.


• Ability to conduct executive-level conversations and build relationships with different stakeholders.


• Strong organizational skills, autonomy, and ability to manage priorities independently.


• Experience working in fintech, payments, SaaS, or technology-driven companies is a plus.


• Intermediate knowledge of Customer Experience (CX), including customer journey mapping, touchpoint analysis, and experience improvement initiatives.


• Ability to use data and insights to support strategic decisions.


• Consistent use of AI tools to improve productivity, efficiency, and scalability.


• Strong communication, negotiation, and problem-solving skills.


• Certifications in Customer Success or Customer Experience are considered a plus.


• Intermediate English and/or Spanish skills are considered a differentiator.

Benefits

• Full-time employment under a formal employment contract.


• Remote work opportunity from anywhere in Brazil.


• Competitive salary with variable compensation opportunities.


• Medical and dental insurance without copay.


• Life insurance.


• Medication assistance.


• Support for physical activities and wellness programs.


• Mental health and nutrition support programs.


• Free therapy or nutrition sessions through wellness partnerships.


• Flexible food allowance through a benefits card.


• Childcare assistance.


• Parental support programs and extended parental leave.


• Home office allowance and work equipment provided.


• Furniture support for remote work setup.


• Access to coworking spaces across Brazil.


• Training platforms and professional development opportunities.


• Education assistance covering courses, degrees, languages, and learning materials.


• Birthday day off.


• Employee referral bonuses.


• Annual goal-based bonuses.


• Stock options program.


• Flexible and collaborative work environment.