Customer Success Manager

BotCity; Brasil; Presencial; BRL 180 000 - 300 000; Tempo integral

Resumo da oferta

BotCity, a global remote company, is hiring a Customer Success Manager to maximize product utilization and retention for Sentinel's enterprise accounts, while supporting Orquestrador (Platform) accounts as needed.

You will craft the first version of Sentinel's CS playbook — onboarding, health scoring, QBR structure, and escalation paths — and establish a structured feedback loop that surfaces customer pain to Product and Engineering.

Qualificações

• 4+ years in Customer Success or Account Management with enterprise B2B clients.
• Experience owning international accounts and multi-threaded stakeholder relationships.
• Experience building CS processes or playbooks from scratch at early-stage startups.

Responsabilidades

• Own enterprise Sentinel accounts as single point of contact across Product, Support, and Sales.
• Multi-thread accounts across IT and security stakeholders to avoid single-threaded relationships.
• Lead onboarding, health checks, and ROI narratives for QBRs as CS deliverables.
• Identify renewal risk early and hand off pricing decisions to Sales.
• Design the Sentinel CS playbook including onboarding, health scoring, escalation paths.
• Flag regional accounts for potential global rollout to HQ stakeholders.
• Escalate technical issues to Support/Product while maintaining customer comms.
• Voice customer pain points to Product with usage evidence without committing unbuilt features.
• Report account status, expansion progress, and risk to CS leadership.

Conhecimentos

Enterprise CS

Account Management

Global Accounts

Stakeholder Management

Process Development

Data-driven

Travel flexibility

Formação académica

Bachelor's degree or equivalent

Ferramentas

HubSpot

MS Office/Excel

Google Suite

Notion

Descrição da oferta de emprego

Company Overview

BotCity is building the future of automation with the Governance Platform for Python automations and AI Agents. We empower enterprises to innovate at scale, bringing governance, control, and observability to every automation project. Our philosophy is simple: automation is software, and software deserves the same high-code standards that drive innovation in AI and machine learning.

We recently raised a $12M Series A, led by Four Rivers with participation from Y Combinator, SoftBank, and top industry leaders such as Lew Cirne (New Relic), Rod Johnson (Spring Source), and Walter Kortschak (Summit Partners | Firestreak Ventures). With 1,000+ customers in 70+ countries, including Bayer and LG, and recognition by G2 (2024) as one of the world’s top 25 emerging platforms, BotCity is scaling fast.

We’re a global remote company with teams across the US and LATAM, united by a shared vision to redefine how enterprises build and manage automation. If you’re looking for an environment that values impact, autonomy, and excellence, we’d love for you to join us on this journey.

Role Overview

Customer Success (CS) Manager will maximize product utilization and retention for Sentinel's enterprise accounts through proactive support and strong, multi-threaded relationships, and will also support Orquestrador (Platform) accounts as needed. In this role, they will build the first version of Sentinel's CS playbook — onboarding, health scoring, QBR structure, and escalation paths — and establish a structured feedback loop that surfaces real customer pain and usage evidence to Product and Engineering. The ideal candidate is a senior CS operator with enterprise B2B and international account experience, who acts as a thought partner to technical stakeholders rather than a support agent, and is comfortable building process from scratch in an ambiguous, 0->1 environment. This role will be part of the current Customer Success team.

Responsibilities

• Own the relationship for all enterprise Sentinel accounts as their single point of contact, orchestrating Product, Support, and Sales touchpoints so the customer experiences one BotCity.
• Multi-thread each account across its buying/engagement committee (IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC), avoiding single-threaded relationships.
• Run onboarding, QBRs, and health checks, and prepare the data and ROI narrative for each QBR as core CS-owned deliverables.
• Identify expansion timing and renewal risk early, handing off commercial negotiation and pricing decisions to Sales.
• Design and implement the first version of the Sentinel CS playbook, including onboarding, health scoring, and escalation paths.
• Recognize when a regional account has a path to a global rollout and upscale to HQ stakeholders accordingly.
• Direct technical issues to Support/Product rather than resolving them directly, while owning the customer communication throughout.
• Act as the structured voice of the customer to Product, bringing real pain points and usage evidence without committing to unbuilt features.
• Report account status, expansion progress, and risk to CS and Sentinel leadership on a regular basis.

Required Qualifications

• Bachelor's degree or equivalent experience in Business, Technology, or a related field.
• Proven track record (4+ years) in Customer Success or Account Management with enterprise B2B customers, in a High Touch/consultative model.
• Experience owning international or globally-present enterprise accounts, not limited to domestic or LATAM-only customers.
• Comfortable multi-threading across senior technical stakeholders, including IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC.
• Experience building or standing up a CS process, playbook, or motion from scratch at an early-stage product.
• Comfortable owning core CS metrics (NRR, expansion, churn, TTFV, Time to Activation) and reporting against them.
• Prior experience in an early-stage, high-growth, fast-paced startup environment.
• Proficient in Customer Success software and tools, such as HubSpot.
• Experience working with MS Office/Excel, Google Suite, and Notion.
• Comfortable leveraging AI tools for account research, deal strategy, and efficiency.
• Ability to travel as needed to support events, visit customers, and meet the team.
• Portuguese - Fluent.
• English - Fluent.

Preferred Qualifications

• Familiarity with security/compliance concepts, such as vulnerability management and governance frameworks.
• Prior experience in Cybersecurity, GRC (Governance, Risk, and Compliance), or compliance-adjacent software implementation.
• Experience managing customers with a focus on on-premise products.
• Spanish - Advanced.