Customer Success Manager - CSM | Analista de Sucesso do Cliente

Accountabilities
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.

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