Senior Customer Success Manager (Sao Paulo)

Idealsvdr; São Paulo; Híbrido; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A global B2B SaaS company is seeking a Senior Customer Success Manager in São Paulo. The role focuses on delivering exceptional customer experience, managing renewals, and fostering long-term relationships. Ideal candidates will have strong analytical and communication skills, with a proven track record in account management.

Serviços

Home workplace budget

Co-working expense coverage

Flexible work environment

Remote work options

Qualificações

• At least 5 years of experience as an Account Manager, CSM, or AE, preferably in SaaS.
• Proven experience managing 50+ accounts.

Responsabilidades

• Manage a portfolio of 100 accounts with structured follow-ups.
• Conduct onboarding training for new clients.
• Engage with clients throughout their product journey.

Conhecimentos

Communication

Interpersonal Skills

Presentation Skills

Planning

Customer-Centric

Descrição da oferta de emprego

Senior Customer Success Manager (Sao Paulo)

Customer Success

hybrid

Get to know us

Ideals is a global B2B SaaS product company recognized as highly rated and customer-centric in the secure business collaboration market. Trusted by over 2,000,000 users from 175,000 companies worldwide, our mission is to foster prosperity by accelerating high-stakes business decisions through intuitive and robust software products:

Ideals Virtual Data Room : A cloud platform for secure confidential document sharing, used in online due diligence, fundraising, corporate reporting, licensing, clinical trials, and other business activities.

Ideals Board : A platform with web and mobile apps that streamlines governance for board members, CEOs, and executives, enabling fast, secure, and compliant decision-making.

The role

Delivering exceptional customer experience is central to Ideals. Our Customer Success team has been key in maintaining high satisfaction levels and securing our Market Leader status on G2 for 5 consecutive years.

We seek a skilled Senior Customer Success Manager to join our team in Sao Paulo, Brazil. You will provide outstanding post-sales support, foster account development, manage renewals, and build long-term relationships. Your analytical skills and communication abilities will help understand client needs and translate them into actionable solutions.

This is a unique opportunity to build an impressive track record in a multinational SaaS environment, supporting our growth in LATAM and globally.

What you will do

• Research and understand new clients to identify their expected value from our products
• Conduct onboarding training for new clients
• Manage a portfolio of 100 accounts with structured follow-ups, pipeline prioritization, and ongoing engagement
• Engage with clients throughout their product journey to increase adoption and retention
• Proactively drive renewals and expansions based on usage and growth potential
• Support clients via email and phone for questions or concerns
• Conduct exit interviews with churned clients
• Monitor client activity in the VDR, anticipate issues, and address them promptly
• Perform regular check-ins to identify additional needs and resolve issues
• Encourage client reviews and testimonials to support referral programs
• Create case studies for sales use
• Build and maintain strong client relationships to foster loyalty
• Participate in projects to improve customer success processes and initiatives
• Collaborate with Business Development and Project Management teams on enterprise clients

What you bring

• Native Portuguese speaker with full professional proficiency in English (C1)
• At least 5 years of experience as an Account Manager, CSM, or AE, preferably in SaaS
• Proven experience managing 50+ accounts, with strong planning and prioritization skills
• Business acumen to analyze client needs, identify upsell opportunities, and link data to outcomes
• Customer-centric personality with empathy and emotional intelligence
• Excellent communication, interpersonal, and presentation skills

Nice to have

• Conversational Spanish or higher proficiency
• Familiarity with data rooms, board portals, or secure collaboration tools

Our assessment process

• Screening call with Talent Acquisition (45 mins)
• Roleplay with Hiring Manager (1 hour)
• Competency interview with Talent Acquisition (60 mins)

Recognition

We are proud of our awards and customer satisfaction:

G2 Market Leader — 4.7/5 based on 500+ reviews

Trusted by talent — 4.8/5 based on 100+ reviews

Benefits

Enjoy a supportive, autonomous, and flexible work environment, including remote work options, home workplace budget, and co-working expense coverage.