Customer Success Manager
J
JobgetherCustomer Success
BrazilFull-TimeMiddle
SalaryCompetitive salary with variable compensation opportunities.
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Job Details
- Languages
- Intermediate English and/or Spanish skills are considered a differentiator.
- Required Skills
- Data AnalysisCustomer SuccessAccount Management
Requirements
- 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.
Responsibilities
- 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.
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