Customer Sucess Manager

Job Title: Customer Sucess Manager
Contract Type: Permanent
Location: São Paulo
Contact Name: Paulo Exel
Job Published: August 17, 2019 17:14

Job Description

Our client is pioneer global business transformation software company. Grew 300%  in the past year, already valuated at over USD 1Billion, company received a Series B founding around USD 50M on the year of 2018.

Currently expanding your business throught Latin America, we are looking dor a Customer Sucess Manager.


  • Work directly with a portfolio of strategic customers to define success and help them drive significant value out of using the solution by achieving measurable results
  • Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that the platform is properly leveraged to achieve them
  • Develop strategic road mapping and change management plans to assist customers in driving user adoption and change management within their organization
  • Build and maintain strong relationships with all key customer stakeholders, including C-level executives
  • Monitor and report on the overall well-being of customers, tracking key health and usage indicators
  • Serve as a point of escalation for key customer issues and ensure swift resolution
  • Drive customer advocacy through case studies and references
  • Ensure high customer satisfaction and retention
  • Evangelize the platform capabilities, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
  • Work with the services teams to facilitate the onboarding of new customers
  • Must have 5+ years of experience in Customer Success, consulting or account management for a SaaS organization
  • Significant experience driving enterprise level customer engagements, achieving high adoption, retention, and expansion rates
  • BS / BA degree in business administration, engineering, computer science or a comparable education, Master’s degree is a plus
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty
  • Experience in business transformation initiatives is a strong plus
  • Skillful at building long term relationships with senior executives and key stakeholders
  • Proficiency in leading and facilitating executive meetings and workshops
  • Passion for making customers successful
  • Demonstrated ability to navigate conflict and foster open communication
  • Strong analytical thinking and organizational skills

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