Customer Success Manager (North America-based clients)

Tidio LLC; Rio de Janeiro; Teletrabalho; BRL 371.000 - 478.000; Tempo integral

Resumo da oferta

A leading tech company is seeking a Customer Success Manager to nurture B2B client relationships and ensure successful product adoption. This role requires C2 proficiency in English and offers the flexibility of remote work. Ideal candidates will have at least 2 years of experience in a SaaS environment and a passion for delivering outstanding customer experiences.

Serviços

26 days off per year

Company-supported courses

Individual work tools

Mental well-being program

Sport & wellness benefit

Qualificações

• Must have at least 2 years of experience in a SaaS customer success role.
• C2 level English proficiency is required.
• Ability to work in the PDT zone from 9 AM to 5 PM.

Responsabilidades

• Build relationships with top clients.
• Conduct video training and drive product adoption.
• Collect strategic feedback and report on results.

Conhecimentos

Relationship building

Problem-solving

SaaS proficiency

Customer retention strategies

Ferramentas

Gainsight

Salesforce

Hubspot

Descrição da oferta de emprego

Overview

Location: Europe/US/LATAM remote.

Form of employment: B2B (self-employed) or contract of employment

We are a fast-growing tech company created by experienced international talents. Our product is a top-rated online platform for small and medium businesses to grow sales through outstanding customer service. Our goal is to create a frictionless customer experience for individual users and, at the same time, help entrepreneurs worldwide grow their businesses by giving them access to a top-notch AI-driven tool.

Working at Tidio means impacting thousands of companies and millions of their users. By joining Tidio, you can grow, too!

A few facts about us:

• Our product is one of the world\'s leading AI customer service solutions, and our goal is to become no. 1.
• We are among the Top 50 AI and Customer Service Products in G2\’s Best Software Awards 2024.
• We currently rate at 4.7/5 in both Shopify and G2.
• The new Tidio AI feature (Lyro) answers up to 70% of customers’ questions in seconds and is available to users even on a free plan. It’s a real AI revolution!
• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
• Currently, we hire over 140 fantastic people.
• In March 2022, we secured $25 mln in a Series B Investment round (read TechCrunch’s article to learn more)
• In June 2023, our MRR exceeded $1M.

Would you like to see what working with us looks like? Check out our #GrowWithTidio video

Join us on our growth journey! Our Customer Success team of four is expanding

Role and responsibilities

As a Customer Success Manager at Tidio, you’ll step into a dynamic and impactful role within our close-knit, international team. You will be the trusted partner for our North American B2B customers, empowering them to unlock the full potential of Tidio and transform their businesses. In this role, you won’t just be managing accounts—you’ll be cultivating long-term relationships, becoming an expert in our product, and guiding clients toward success in a way that truly makes a difference.

If you’re passionate about driving adoption, proactive in finding solutions, and thrive in a collaborative, fast-paced SaaS environment, this is your opportunity to shine. At Tidio, we value innovation, empathy, and celebrating every win—big or small. Join us, and together, let’s create success stories that leave a lasting impact.

As the Customer Success Manager, you will:

• Build relationships with our top clients.
• Serve US-based clients with the availability for video calls in the PDT zone (9 AM to 5 PM).
• Identify client needs and deploy solutions.
• Conduct video training and showcase new features.
• Drive adoption of our product and encourage best practices.
• Identify opportunities for growth.
• Oversee a large book of business.
• Influence retention, expansion and churn rate for your clients.
• Create automation and flows within our success software that supports your efforts.
• Report on activities and results.
• Collect strategic feedback and share it internally.
• Create impactful emails and outreach campaigns for your book of business.

You are the perfect fit if you have:

• Ability to cover PTD zone (9 AM to 5 PM) from Monday to Friday.
• English proficiency at C2 level or equivalent.
• At least 2 years of previous professional experience in a SaaS customer success role.
• Ability to build mutually beneficial relationships.
• Great understanding of how to use and teach others to use the software.
• Experience with customer success or sales tools (such as Gainsight, Totango, ChurnZero, Salesforce, or Hubspot).
• A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
• A good understanding of customer experience tools and the industry.

What we offer

• A chance to work with one of the top products in the customer experience industry.
• Work with an experienced and international team that continually shares knowledge and is not afraid of testing new solutions.
• Great development opportunities – company-supported courses and conferences.
• Contract form according to your preferences (B2B or contract of employment).
• Remote-first work with flexible hours.
• 26 days off guaranteed in a year.
• Possibility to work 100% remotely or book a Regus coworking space in your city.
• Individual work tools – Macbook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs.
• Sport & wellness benefit or its financial equivalent.
• Mental well-being program – individual therapy sessions and resources for employees.
• Free access to one of the most popular e-book/audiobook services.
• Regular integration events (company-wide meetings, team events).

Application process

What happens when you send your CV?

• Video call with a recruiter about the position and the team.
• A recruitment assignment.
• Interview with the Hiring Manager and the recruiter.
• Offer and fireworks ;)

Don\'t hesitate and apply right away!

Diversity Statement

One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

We now rate at 4.3/5

85% recommend us to a friend

Read our reviews