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São Paulo, São Paulo, Brasil
Remote only
Loadsmart is building its Tech Touch account management program, and this person will own it. You'll manage a large portfolio of SaaS accounts across Opendock, CarrierGuide, and ShipperGuide — driving adoption, renewals, and expansion through smart automation, data-driven playbooks, and well-designed self-service experiences. This is a builder role: you'll create the systems, document the processes, and continuously improve the motion that keeps customers successful at scale.
If you're motivated by owning outcomes, implementing processes that amplify your impact, and prioritizing customer satisfaction, this role is designed for you.
LOCATION: Remote anywhere in Brazil.
TEAM: Sales - Account Management
Design and launch Loadsmart's Tech Touch Account Management program — including lifecycle workflows, renewal playbooks, health score triggers, and automated outreach sequences
Own the full post-onboarding customer lifecycle for a high-volume book of business: adoption, health monitoring, retention, and expansion signal identification
Serve as the primary point of contact for tech touch accounts, delivering value at scale through automation and self-service rather than manual high-touch intervention
Build and maintain CRM workflows and CS tooling to reduce SLA times and improve operational efficiency
Proactively identify at-risk accounts and deploy targeted intervention strategies before churn occurs
Optimize escalation paths so routine issues stay self-service and only complex problems reach specialist teams
Track and report on core metrics: NRR, churn rate, renewal rate, engagement score, and automation performance
Partner cross-functionally with Sales, Product, and Marketing on account segmentation, messaging, and growth opportunities
Continuously iterate on the program based on customer feedback, data signals, and business priorities.
3–5 years of experience in account management, customer success, or a scaled/tech-touch CS role for SaaS products
Demonstrated experience managing a high-volume book of business without relying on 1:1 high-touch engagement
Strong analytical skills — you can build dashboards, interpret data, and translate it into action
Proven ability to create SOPs, playbooks, and process documentation from the ground up
Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences
High technical aptitude with CRM tools; Salesforce experience is a strong plus
Excellent written and verbal communication — you set clear expectations and build trust at scale
Customer-first mindset with genuine curiosity about customer goals and outcomes
Systems thinker who translates big-picture strategy into repeatable, documented process
Comfortable asking hard questions, navigating organizational complexity on the customer side, and influencing stakeholders without direct authority.
