Digital Customer Success Manager

Jobgether; Brazil; Remote; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Meal allowance through Swile card

Home office allowance Swile card

Health insurance

Life insurance

Spanish language classes

English language learning partnership

Job summary

Jobgether is seeking a Digital Customer Success Manager based in Brazil to own the digital customer segment for a large B2B SaaS portfolio. This fully remote role focuses on automated journeys, AI-powered CS tools, and proactive engagement to improve retention, adoption, and expansion.

You will work with Product, Support, and CS leadership to optimize customer experiences. Ideal candidates excel in monitoring health scores, analyzing usage data, and designing scalable communications and

Qualifications

• Experience in B2B SaaS customer success, including digital CS roles.
• Proven ability to monitor health scores and act on usage data.
• Experience with product analytics platforms such as Mixpanel or Amplitude.
• Hands-on experience creating or managing automated customer journeys.
• Strong data analysis and dashboard creation skills.
• Experience managing large portfolios (100+ accounts).
• Fluency in English and Spanish.

Responsibilities

• Monitor digital customer health and intervene on risk indicators.
• Track product usage and translate data into engagement triggers.
• Maintain dashboards and ensure CRM data accuracy.
• Manage automated engagement journeys via emails and in-app messages.
• Lead AI-powered CS operations and optimize performance.
• Coordinate cross-segment engagements with teams.
• Support renewals and identify expansion opportunities.
• Share customer insights with Product and CS leadership.

Skills

B2B SaaS

Customer Success

Health monitoring

Analytics tools

CRM platforms

Automation workflows

English fluency

Spanish fluency

Tools

HubSpot

Gainsight

Totango

ChurnZero

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Digital Customer Success Manager based in Brazil.

This fully remote opportunity is ideal for a data-driven Customer Success professional who enjoys building scalable, technology-enabled customer experiences. You will own the digital customer segment, helping a large portfolio of B2B SaaS clients stay engaged, achieve value, and renew through automated journeys and targeted human interactions. Combining Customer Success expertise with operational excellence, you will monitor customer health, analyze product usage, and turn behavioral insights into proactive engagement strategies. You will design and optimize automated communications, in-app messaging, webinars, and customer education initiatives. Working closely with Customer Success leadership, Product, Support, and AI-powered CS tools, you will help improve retention, adoption, and expansion while making customer engagement more efficient and measurable.

Accountabilities

• Customer Health Monitoring: Monitor the health of the digital customer portfolio daily, identifying declining Health Scores, inactivity, risk alerts, and other indicators requiring intervention.
• Product Usage Analytics: Track product usage events through analytics platforms such as Mixpanel, including logins, feature adoption, AI usage, and key workflows. Translate behavioral data into actionable engagement triggers.
• Dashboards and Reporting: Maintain dashboards and alerts covering customer health, adoption, risk, and renewal pipelines. Ensure CRM and customer portfolio data remain accurate and reliable to support effective automation and reporting.
• Digital Customer Journey Management: Operate and optimize scalable customer engagement journeys through automated emails, in-app messages, webinars, office hours, and help-center content.
• Automated Engagement Plays: Execute event-driven engagement strategies for situations such as low product adoption, inactive sponsors, or upcoming renewals. Manage the execution of each play and ensure customers receive relevant, timely support.
• Cross-Segment Coordination: Manage calls to action for the hybrid customer segment, directing each engagement to the appropriate team or contact.
• AI-Powered Customer Success Operations: Supervise the work of AI-powered Customer Success agents, monitor their outputs, and recommend improvements.
• Testing and Optimization: Run A/B tests on customer communications and engagement sequences, measure their effectiveness, and continuously refine the digital journey based on performance data.
• Targeted Human Engagement: Serve as the direct human point of contact when customer triggers require personalized attention, including risk conversations, adoption sessions, and renewal discussions.
• Retention and Expansion: Identify potential expansion opportunities and share qualified leads with the Renewals team. Escalate customer issues to Support, Product, or Enterprise Customer Success Managers when appropriate.
• Customer Insights and Collaboration: Share customer feedback, product usage trends, and actionable insights with Product teams and Customer Success leadership to improve the overall customer experience.

Requirements:

• Experience in B2B SaaS Customer Success, including at least one year in Digital Customer Success, Scaled Customer Success, Customer Success Operations, or a pooled/long-tail customer management model.
• Practical experience monitoring customer Health Scores and taking action based on product usage data and engagement signals.
• Familiarity with product analytics platforms such as Mixpanel, Amplitude, or similar tools.
• Experience using CRM or Customer Success platforms such as HubSpot, Gainsight, Totango, ChurnZero, or equivalent solutions.
• Hands-on experience creating or managing automated customer journeys, including email sequences, in-app messaging, event-based triggers, and workflow automation.
• Strong data analysis skills, including advanced spreadsheet capabilities, dashboard creation, trend identification, and the ability to translate insights into practical actions.
• Experience managing large customer portfolios, ideally 100 or more accounts, using prioritization, automation, and scalable engagement strategies.
• Advanced proficiency in both English and Spanish.
• Excellent written communication skills, with the ability to create clear, engaging messages for one-to-many customer interactions.
• Strong organizational skills, analytical thinking, and the ability to balance operational monitoring with proactive customer engagement.

Benefits:

• Meal allowance through a Swile benefits card.
• Home office allowance through a Swile benefits card.
• Health insurance.
• Life insurance.
• Spanish language classes.
• Partnership with EnglishPass for English language learning.
• Birthday leave.
• Additional birthday leave for your children.
• Fully remote work arrangement.
• Full-time employment opportunity.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.