CSM Lead

99; São Paulo; Presencial; BRL 120.000 - 180.000; Jornada completa

Descripción de la vacante

99, part of the DiDi Global platform, is seeking a Customer Success Manager for its Brazil-based corporate mobility solutions. You will manage a portfolio of enterprise clients, drive retention, and uncover expansion opportunities while building trusted relationships with decision-makers.

You will develop data-driven recommendations, present quarterly reviews, and collaborate with Sales and Onboarding to ensure a smooth journey for clients, contributing to sustainable growth and value

Formación

• Proven experience in Account Management, Key Accounts, or Sales Farming.
• 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.

Responsabilidades

• Manage your assigned portfolio of corporate accounts and drive retention, engagement, and expansion.
• Develop quarterly business reviews (QBRs) and data-backed recommendations to client contacts.
• Collaborate with Sales and Onboarding teams to ensure a seamless client journey.
• Balance client satisfaction with business growth goals while maximizing platform adoption.

Conocimientos

Account Management

Key Accounts

Sales Farming

Upsell

Cross-sell

Data-driven

Negotiation

Presentation

Strategic thinking

Relationship building

Descripción del empleo

About The Company

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

About The Company

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.

About The Team/role

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.

In this role, you'll be...

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.

We're eager to be in touch because you have...

Proven experience in Account Management, Key Accounts, or Sales Farming, ideally in B2B or SaaS. Strong ability to build relationships 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.

You’ll love working at DiDi because...

We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

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