Customer Success Manager

Jobtailor; Esteio; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Success Manager to own long-term client relationships in a hybrid role in Esteio, Brazil. You will drive adoption, retention, and value delivery across a mid-to-high touch portfolio, coordinating with product and success teams to ensure on-time delivery and client satisfaction.

You will conduct trainings, lead strategic reviews, and monitor health metrics such as NPS, CSAT, CES, and Health Score, while identifying upsell opportunities and mitigating churn risks.

Qualificações

• Minimum of 2 years’ experience as a CSM (or similar) in SaaS or technology companies.
• Proven experience managing mid- or high-touch portfolios with retention and adoption focus.
• Ability to lead strategic meetings, train customers and manage technical implementations.
• Experience in negotiation and consultative relationship building.
• Strong verbal and written communication, organizational skills and analytical mindset.
• Availability to work hybrid in Esteio (1–2 days per week).
• Familiarity with CustomerX, Google Sheets and management tools.
• Knowledge of customer success metrics such as Health Score, NPS, CES and CSAT.
• Prior experience with internal communication projects or Digital Signage.

Responsabilidades

• Be the strategic focal point for the assigned portfolio, ensuring active engagement, smooth processes and continuous delivery of value.
• Conduct onboardings, training sessions and regular follow-ups with a focus on retention and expansion.
• Lead technical implementation projects, coordinating with internal teams and ensuring deadlines and quality.
• Identify upsell and renewal opportunities and flag churn risks based on data and success metrics.
• Work with indicators such as NPS, CSAT, CES and Health Score, proposing actions for continuous improvement.
• Act as a partner to the client in solving problems with a consultative, agile and delivery-oriented approach.

Conhecimentos

Strategic engagement

Retention focus

Negotiation

Communication

Training

Project coordination

Analytical mindset

Ferramentas

CustomerX

Google Sheets

Management tools

Descrição da oferta de emprego

Responsibilities

• Be the strategic focal point for the assigned portfolio, ensuring active engagement, smooth processes and continuous delivery of value
• Conduct onboardings, training sessions and regular follow-ups with a focus on retention and expansion
• Lead technical implementation projects, coordinating with internal teams and ensuring deadlines and quality
• Identify upsell and renewal opportunities and flag churn risks based on data, active listening and success metrics
• Work with indicators such as NPS, CSAT, CES and Health Score, proposing actions for continuous improvement
• Act as a partner to the client in solving problems with a consultative, agile and delivery-oriented approach

Requirements

• Minimum of 2 years’ experience as a CSM (or similar role), preferably in SaaS or technology companies
• Proven experience managing mid- or high-touch portfolios, ensuring retention, adoption and customer satisfaction
• Ability to lead strategic meetings, train customers and manage technical implementations
• Experience in negotiation, conflict management and consultative relationship building
• Strong verbal and written communication, organizational skills and analytical mindset
• Availability to work hybrid in Esteio (1–2 days per week)
• Familiarity with CustomerX, Google Sheets and management tools
• Knowledge of customer success and experience metrics such as Health Score (HS), NPS, CES and CSAT
• Prior experience with internal communication projects or Digital Signage