This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Brazil.
As a Customer Success Manager, you will manage a portfolio of US-based customers and act as a trusted strategic advisor throughout their customer journey. You will be responsible for retention, expansion, product adoption, and overall customer satisfaction. The role combines relationship management, value demonstration, proactive engagement, and revenue-focused account growth. You will work closely with Support, Onboarding, Engineering, and Account Management teams to deliver an exceptional customer experience. You’ll also contribute to scalable playbooks, automated outreach, and continuous improvements to customer success operations. This is an opportunity to work in a high-volume, global environment where ownership, agility, collaboration, and customer impact are highly valued.
Accountabilities:
- Own retention across an assigned portfolio of accounts, monitor Net Retention Revenue, identify churn signals, and proactively execute retention strategies in line with established SLAs.
- Manage a book of business through QBRs, customer communications, onboarding follow-ups, 90-day reviews, health-score-based outreach, and other key lifecycle touchpoints.
- Build trusted relationships with merchants by consistently demonstrating product value, providing expert guidance, and driving adoption of new features and products.
- Collaborate with Support, Onboarding, Solutions Engineering, and other internal teams to resolve issues efficiently, optimize accounts, and ensure successful customer handoffs.
- Lead merchant consultations and identify expansion opportunities, including sourcing and booking qualified demos for the Account Management team.
- Develop expertise across the full product suite and understand how customer technology stacks, partners, and integrated marketing programs can support stronger outcomes.
- Contribute to automated playbooks, customer campaigns, operational improvements, and scalable processes that increase the reach and effectiveness of the Customer Success function.
- Monitor industry and product trends, share recommendations, participate in process experimentation, and take ownership of both challenges and results.
Requirements:
- At least 5 years of experience in a customer-facing role within a SaaS environment, with a strong track record of building customer relationships and delivering value.
- Strong customer-facing, presentation, written, and verbal communication skills, with the ability to establish credibility and trust with customers.
- Experience or familiarity with customer retention and expansion strategies, including identifying churn risks and supporting revenue opportunities.
- Comfortable taking a proactive approach to customer engagement and working alongside sales or account management teams to pursue expansion opportunities.
- Ability to manage a high-volume portfolio while prioritizing tasks and decisions based on customer impact and business importance.
- Flexible and adaptable mindset, with a willingness to create, test, and refine new processes in a fast-changing environment.
- Strong problem-solving skills, resilience, empathy, positive energy, and a high level of commitment to customer outcomes.
- Ability to collaborate effectively across departments and contribute to a positive, accountable, and team-oriented culture.
- Bonus: familiarity with Shopify, Klaviyo, or Google Shopping.
Benefits:
- Remote position based in Brazil.
- Opportunity to work with US-based customers as part of a global Customer Success organization.
- High-impact role combining customer success, retention, product adoption, and expansion.
- Exposure to SaaS, e-commerce, merchant technology stacks, and integrated marketing ecosystems.
- Opportunities to contribute to automation, scalable customer success programs, and operational improvements.
- Collaborative environment with cross-functional exposure to Support, Onboarding, Engineering, and Account Management.
- Continuous opportunities to strengthen customer strategy, presentation, product, and commercial skills.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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