Client Success Manager - Marketing Research

Toluna; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global research firm is seeking a Client Success Manager to enhance customer engagement with their platform in Brazil. You will support clients from onboarding through to maximizing use of the service. The role demands excellent communication skills in both Portuguese and English, and a strong background in account management or customer success, preferably in a B2B SaaS environment. This full-time position offers a chance for growth within a diverse team.

Serviços

Healthcare

Dental care

Life insurance

Meal voucher

Transportation voucher

Language class subsidy

Qualificações

• 3-4 years of experience in a customer success or account management role, ideally in B2B SaaS or research platforms.
• Native Portuguese speaker required with excellent English proficiency.
• Excellent communication and presentation skills.

Responsabilidades

• Lead seamless onboarding processes and conduct training sessions for clients.
• Become an expert in the platform and guide clients on best practices.
• Maintain and grow relationships with strategic accounts.

Conhecimentos

Customer success

Account management

Communication skills

Problem-solving

Proficiency in English

Proficiency in Portuguese

Stakeholder management

Ferramentas

Power BI

Descrição da oferta de emprego

Client Success Manager - Marketing ResearchToluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions faster.

For 25 years, we have partnered with the world's leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first-party panel, and world class team of leading research experts.

Since , we've made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale.

Learn more at a Customer Success Manager, you'll be the trusted advisor and primary point of contact for our client's post-sale.

You will ensure they derive maximum value from our end-to-end market research platform, Toluna Start, facilitate onboarding and training, proactively manage relationships, and drive renewals and upsells.

You will primarily focus on the fast-growing LATAM market.

Responsibilities

• Client onboarding, training & support: Lead seamless onboarding processes, ensuring clients are set up for long‑term success and adoption of Toluna Start platform; conduct training sessions, webinars, and check‑ins to ensure users are confident and efficient in using the platform; provide ongoing account support for end clients using Toluna Start in "do it yourself."
• Platform Expertise: Become an expert of Toluna Start platform, and guide clients on best practices and new use cases.
• Account management: Maintain and grow relationships with a portfolio of strategic accounts; monitor account growth with the goal of increasing credit spending and platform usage.
• Proactively contact & train clients on new products / enhancements.
• Monitor client health, identify risks early, and proactively take action to resolve issues that may lead to churn.
• Routinely review clients' programming to ensure best practices are met and implemented.
• Cross‑functional Collaboration: Work closely with the research, sales, product, client service, and support teams to deliver a cohesive and high‑value client experience.
• Be the voice of the customer: gather client feedback and share insights with the product team to help shape the platform's roadmap and user experience.

Your Profile

• 3-4 years of experience in a customer success, account management, or consulting role, ideally in B2B SaaS or a research / data platform.
• Native Portuguese speaker required with excellent English proficiency (both written and spoken) to ensure effective communication in an international environment.
• Spanish is a plus.
• Excellent communication, presentation, and stakeholder management skills.
• Demonstrates patience and willingness to help clients learn and develop together.
• Comfortable working across multiple levels in their key accounts, from day‑to‑day user to C‑level.
• Proven success managing and growing complex client relationships.
• Highly organized with a proactive mindset and strong problem‑solving skills.
• Good understanding of research, data analytics, or insights‑driven decision‑making processes.
• Knowledge of data visualization or Power BI is a plus.

Please submit your CV in English.

Our Values

• A-cting with Ownership - Demonstrating individual accountability
• B-ringing a forward mindset - Being action‑oriented, bold and entrepreneurial
• C-ollaborating with Curiosity - Exhibiting teamwork through togetherness
• D-iscussing openly, committing jointly - Sharing your views openly
• E-mbracing empathy - Being egoless & caring

Other Benefits

• Healthcare
• Dental care
• Life insurance
• Meal voucher
• Transportation voucher
• Language class subsidy

What we OfferAt Toluna, we're all about creating a welcoming, diverse workplace where everyone can thrive.

We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team.

Inclusion and respect are at the heart of what we do.

Our community connects over 72 million people across 70 countries.

If you're passionate about making an impact, we'd love to have you on board.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service, Consulting, and Research

Industries: Market Research