Customer Success & Implementation Manager

Emilabs; São Paulo; Presencial; BRL 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work model

Stock options

3 weeks vacation

Week off Christmas

Gympass wellness

English lessons

Book library access

Birthday gift

Resumo da oferta

Emi Labs seeks a Customer Success & Implementation Lead to join our on-site team in Brazil. You will embed with users, understand day-to-day challenges, and translate them into measurable business outcomes.

You will own end-to-end implementations, drive adoption, and collaborate with Product and Tech to deliver value. Strong leadership and cross-functional coordination are essential.

Qualificações

• Build and manage relationships with senior stakeholders and end users.
• Lead discovery and translate feedback into actionable insights and scope.
• Own end-to-end project execution with cross-functional coordination.
• Voice of the customer with Product and Tech; ensure value alignment.
• Drive adoption, ROI, trainings, and progression opportunities within the account.
• Located in São Pablo, Brazil.
• Fluent Portuguese and Spanish; native is a plus.
• +3 years in enterprise account management with implementation experience.
• Strong ability to translate business needs into technical solutions.
• Excellent organization, time management, and documentation skills.
• Strategic/analytical thinker with executive presence and leadership.
• Experience with cross-functional teams (Sales, Product, Tech, Marketing, Services).
• Fluent English is a plus.

Responsabilidades

• Build and manage relationships with senior stakeholders and end users.
• Lead discovery and translate client needs into actionable insights.
• Own end-to-end project execution with defined plans and timelines.
• Coordinate cross-functional teams to deliver high-quality implementations.
• Collaborate with Product/Tech to align solutions with user needs.
• Drive adoption, ROI, trainings, and identify expansion opportunities.

Conhecimentos

Relationship building

Stakeholder management

Discovery & needs analysis

Project coordination

Cross-functional collaboration

Training delivery

ROI / MBRs / QBRs communication

Portuguese & Spanish

English proficiency

Executive presence

Descrição da oferta de emprego

We are looking to hire a Customer Success & Implementation Lead (On-site, Brazil) to join our early yet executive CS team and play a key role in driving impact within one of our most strategic accounts.

This role is not about owning the account from a distance, but about making things happen on the ground. You will work closely with the Account Owner (Senior CSM) to bring strategy to life—embedding yourself with users, understanding their day‑to‑day challenges, and translating them into meaningful business outcomes.

You will act as the bridge between our customers, product, and internal teams: combining strong relationship‑building skills with hands‑on execution, leading implementations, driving adoption, and ensuring we deliver real, measurable value.

About the Customer Success Team

At Emi we are focused on solving real problems for our clients and for our candidates, which is why we are a customer‑focused company. Our customer success team is responsible of leading the relationship with our clients and ensuring they obtain the best results from our projects together. Our team is composed of people with strong client relationship skills who are also extremely data‑driven and capable of pivoting between multiple internal teams in terms of implementation, sales, product, and tech in order to drive results.

About Us

At Emi Labs (YC '19) we are on a mission to increase frontline workers' access to professional opportunities by building the infrastructure for Frontline Workers. As our first step, we are transforming the high‑volume recruiting process of Frontline Workers to make it as simple, human, and fair as possible for both Candidates and Recruiters. Our product is a SaaS recruitment platform powered by AI that helps companies engage with candidates via text to drive faster and more efficient hiring processes. We are growing fast, well funded, and obsessed with making our mission a reality.

Responsibilities and Qualifications

• Build and manage strong relationships with both senior stakeholders (e.g., CHROs, VPs) and end users, acting as a trusted partner while ensuring users feel heard, supported, and engaged.
• Lead discovery and deeply understand client needs, translating user feedback and business context into actionable insights, clear scope, and measurable business impact.
• Own end‑to‑end project execution: define and manage implementation plans, timelines, and priorities; coordinate cross‑functional teams; and ensure high‑quality delivery from kickoff to go‑live.
• Act as the voice of the customer internally, collaborating closely with Product and Tech, challenging assumptions when needed, and ensuring solutions align with real user needs.
• Drive adoption, value, and growth by leading trainings, handling objections, communicating progress and ROI (MBRs/QBRs), and identifying opportunities to expand impact within the account.
• Located in São Pablo, Brazil.
• Fluent Portuguese and Spanish; native is a plus.
• +3 years of experience in enterprise account management (e.g., Customer Success, Account Management, Business Development, or Consulting), combined with project management or technical implementation experience (e.g., TPM, Solutions, Implementation, Consulting).
• Strong ability to translate business needs into structured, technical solutions.
• Excellent organizational and time‑management skills—ability to manage multiple projects simultaneously.
• High attention to detail and strong documentation skills.
• Strategic and analytical mentality.
• Executive presence and communication abilities.
• Strong leadership skills.
• Experience working with cross‑functional teams (e.g. Sales, Product, Tech, Marketing, Services).
• Fluent English speaker is a plus.

Benefits

• Flexible work culture with a hybrid model; we work towards goals, with an expectation to be in the office 2–3 times per week.
• Stock Options Package as part of your compensation package.
• Three weeks of vacation.
• Week off between Christmas and New Year’s Eve.
• Physical Wellness program through Gympass, offering coverage of top gyms, studios, and activities.
• English lessons to improve your skills with in‑company teachers.
• Internal library of free books – digital or physical – available anytime.
• Birthday gift: celebrate your special day with a Bigbox experience on us.