Customer Success Manager Sênior
New
J
JobgetherB2B SaaS
Based in BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- SalesforceNegotiationStakeholder managementCustomer SuccessHubSpotAccount Management
Requirements
- Solid experience in Account Management, Customer Success with a commercial focus, B2B sales, or a related discipline.
- Proven experience managing strategic or enterprise B2B accounts, with a track record of revenue expansion through upselling, cross-selling, or new business.
- Strong knowledge of consultative B2B sales and negotiation methodologies such as SPIN Selling, Challenger Sales, MEDDIC, or similar frameworks.
- Demonstrated ability to negotiate with C-level executives, directors, IT leaders, operations leaders, and other senior stakeholders.
- Strong practical understanding of SaaS and Customer Success metrics, including Net MRR Expansion, MRR Churn, Logo Churn, NRR, GRR, and LTV.
- Ability to translate technical product capabilities into measurable financial and strategic value and demonstrate ROI.
- Excellent relationship-building and multi-threading skills to engage multiple stakeholders, decision-makers, and sponsors.
- Hands-on experience with complex contract renewals, commercial adjustments, and scope renegotiations.
- Strong communication, presentation, negotiation, organization, and stakeholder-management skills.
- Experience with Customer Success and CRM platforms such as Gainsight, SenseData, CustomerX, Salesforce, HubSpot, Pipefy, or Pipedrive is a plus.
Responsibilities
- Manage and grow a portfolio of strategic Tier 1 and Key Account customers, acting as the primary relationship and commercial contact.
- Identify, develop, and close expansion opportunities through upselling and cross-selling, contributing directly to MRR growth.
- Own key Customer Success commercial metrics, including Net MRR Expansion, MRR Expansion, retention, and MRR Churn mitigation.
- Monitor customer health, product usage, engagement, and other indicators to identify churn risks and opportunities for commercial engagement.
- Lead complex contract renewals, renegotiations, scope adjustments, and commercial discussions while protecting customer relationships and business margins.
- Conduct high-level negotiations and manage challenging conversations with C-level executives, directors, and other senior stakeholders.
- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), demonstrating ROI and developing strategic growth plans with customers.
- Map customer organizations and build relationships with decision-makers, influencers, and strategic sponsors through a multi-threaded account approach.
- Partner closely with Sales, Pre-Sales, Support, and Product teams to deliver customized solutions and enable complex expansions.
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