CSM Lead

DiDi Global; São Paulo; Presencial; BRL 180.000 - 280.000; Jornada completa

Descripción de la vacante

DiDi Global in São Paulo, Brazil is seeking a Customer Success Manager to lead strategic partnerships with corporate clients in our 99 business vertical. You will ensure retention, maximize platform adoption, and drive organic growth by delivering value and expanding relationships.

You will work cross-functionally with Sales and Onboarding, present quarterly business reviews, and act as a trusted advisor to stakeholders.

Formación

• Experience in Account Management, Key Accounts, or Sales Farming in B2B or SaaS.
• Ability to influence decision-makers and build client relationships.
• Proven upsell, cross-sell, and portfolio growth track record.
• Strong communication, negotiation, and presentation skills.
• Strategic, consultative thinker focused on delivering value.
• Experience in mobility or corporate benefits is a plus.
• Excellent organization and multitasking across accounts.

Responsabilidades

• Manage a portfolio of corporate accounts and track KPIs.
• Nurture client engagement to drive adoption.
• Act as trusted advisor to stakeholders and leads.
• Identify expansion opportunities and revenue retention.
• Analyze mobility usage data to maximize platform value.
• Develop QBRs and present data-backed recommendations.
• Collaborate with Sales and Onboarding for a seamless journey.
• Balance client satisfaction with growth goals.

Conocimientos

Account management

Key accounts

Upsell

Cross-sell

Data-driven

Communication

Negotiation

Presentation

Mobility industry

Descripción del empleo

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

Team Overview

The Customer Success team is a strategic growth engine for 99's B2B vertical, ensuring that our corporate clients extract the maximum value from our mobility solutions. We work closely with key stakeholders to build long-term partnerships, drive product adoption, and continuously strengthen client relationships. As a Customer Success Manager, you will play a critical role in driving retention, account health, and organic growth within our portfolio. You will act as a trusted advisor to corporate clients, ensuring their ongoing operational success while uncovering expansion opportunities that position 99 as the leading partner for corporate mobility in Brazil.

Role Responsibilities

Manage your assigned portfolio of corporate accounts in the face of the evolving challenges of the vertical. Track and deliver on key performance indicators, account health metrics, and client engagement processes. Proactively nurture your client portfolio to drive engagement and adoption. Act as a trusted advisor, building strong relationships with key stakeholders and operational leads. Identify expansion, upsell, and cross-sell opportunities, contributing to net revenue retention within your client base. Monitor account performance and analyze mobility usage data to deliver actionable insights that maximize platform adoption and value realization.

Develop and present quarterly business reviews (QBRs) and data-backed recommendations to client contacts. Collaborate with Sales and Onboarding teams to ensure a seamless client journey. Assist balancing client satisfaction with business growth goals.

Role Qualifications

Proven experience in Account Management, Key Accounts, or Sales Farming, ideally in B2B or SaaS. Strong ability to buildrelationships and influence decision-makers. Track record of driving upsell, cross-sell, and portfolio growth. Data-driven mindset, with the ability to interpret client usage, ROI, and performance metrics. Excellent communication, negotiation, and presentation skills. Strategic thinker with a consultative approach, focused on delivering value. Experience in mobility, technology, or corporate benefits is a plus. Strong organization and prioritization skills, capable of managing multiple accounts simultaneously.

EEO Statement

• We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven - We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration - Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity - Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups - 99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms