Customer Success Manager

Sur Global Services; Brasil; Remote; BRL 120,000 - 180,000; Full time

Job summary

Sur Global Services is seeking a proactive Customer Success/Account Manager to own a portfolio of DTC brands on Shopify and other storefronts. You will onboard brands, run regular check-ins, and translate performance data into strategic actions.

You will build and present performance dashboards, keep CRM data accurate, and contribute to the product roadmap with observed patterns from client accounts. This role is remote and highly data-driven.

Qualifications

• 2+ years in a customer-facing role at a software company.
• Excellent written and spoken English.
• You'll be on video calls with brand founders and marketing leads daily.
• Hands-on troubleshooting with CDNs, DNS, SSL, and HTTP status codes.
• Basic coding or scripting: JavaScript, HTML, templating like Shopify Liquid.

Responsibilities

• Onboard new brands: kickoff calls, handoff, training, and early wins.
• Own regular check-ins with a portfolio of DTC accounts.
• Build and present reports and dashboards for clients.
• Keep HubSpot with current deal stages, notes, and health.
• Feed the roadmap with patterns across accounts to the Head of Product.
• Turn account patterns into prioritized input for product enhancements.

Skills

English fluency

SQL experience

Data-driven decision making

JavaScript/HTML/Liquid templating

Remote/async collaboration

Tools

HubSpot

Datadog

Splunk

Cloudflare

Akamai

Job description

Responsibilities

• You'll be the main point of contact for a group of DTC ecommerce brands, the kind running on Shopify and other modern storefronts, where a slow site directly costs them conversions and revenue. accounts, onboarding them, checking in regularly, and making sure they can see the impact happening on their store. You'll report to the Head of Product, which is deliberate. Your accounts are our best source of truth about what to build next, and we want the person closest to customers sitting close to the roadmap. This isn't a ticket queue. You'll dig into your own accounts' performance data, including logs, build the report or the deck yourself, and present it. We run on Claude and expect you to do the same, a lot of what used to be a full day of work should take you an hour.


• Responsibilities Run onboarding for new brands: kickoff calls, implementation handoff, training, and getting them to a visible win in the first few weeks.


• Own regular check-ins with a portfolio of DTC accounts.


• Be the person they trust and actually want to hear from.


• Watch the numbers.


• Pull site performance and usage data for your accounts, connect it to what the brand cares about, conversion rate, bounce, revenue, and flag accounts trending the wrong way before they become churn conversations.


• Investigate technical issues yourself.


• When something looks off, dig into server or CDN logs, and diagnose common issues (caching, DNS, SSL, HTTP errors) well enough to resolve simpler cases directly, escalating only what genuinely needs engineering.


• Build and present.


• Put together account reviews, performance reports, and dashboards, then walk customers through them live and handle the hard questions.


• Keep HubSpot clean. Deal stages, notes, next steps, and account health all live there and need to be current without anyone chasing you.


• Feed the roadmap.


• Turn patterns across your accounts into clear, prioritized input for the Head of Product. When five brands ask for the same thing, you're the one who notices and says so.


• Write clearly and often.


• Follow-up emails, status updates, help docs, internal notes, Slack threads

Requirements

• 2+ years in a customer-facing role, customer success, account management, onboarding, or support at a software company.


• Excellent written and spoken English.


• You'll be on video calls with brand founders and marketing leads and writing to them daily. This is the single most important requirement.


• Genuine hands-on technical troubleshooting experience: comfort with CDNs (Cloudflare, Fastly, Akamai), cache headers and purging, HTTP status codes, DNS, SSL, and browser dev tools.


• This isn't a software engineering role, but you need to be considerably more technical than a typical support or success position requires.


• Basic coding or scripting ability, JavaScript, HTML, templating languages like Shopify Liquid, REST APIs, or similar, enough to read, modify, or write something simple when needed.


• Comfort with data.


• Strong in spreadsheets, able to read a dashboard critically, and able to answer \"is this account healthy?\" with numbers instead of a feeling.


• Real SQL experience and comfort with log tools (Cloudflare, Datadog, Splunk, or similar).


• You already use Claude every day. You use it to draft, analyze, prototype, and automate, you have opinions about what it's good and bad at, and you know when to check its output.


• If AI tools are something you've only tried a few times, this isn't the right role.


• Bias toward building. When something's missing, your instinct is to make it rather than file a request and wait.


• Self-directed. You'll be remote and often working async. No one should have to ask you for a status update.