SR CSM - Customer Success Manager

Oitchau - Controle de Ponto & Timesheets; São Paulo; Híbrido; BRL 120 000 - 200 000; Tempo integral

Resumo da oferta

Oitchau - Controle de Ponto & Timesheets is seeking a Customer Success Manager in São Paulo to ensure Enterprise clients achieve success across their lifecycle. You will serve as the strategic link between clients and internal teams, driving revenue opportunities and ensuring ongoing value delivery.

You will manage a diverse client portfolio, develop engagement playbooks, and collaborate with Sales, Product, and Support to maximize adoption and satisfaction.

Qualificações

• Advanced English proficiency required.
• Relevant experience as a B2B Customer Success Manager in a SaaS environment.
• Experience managing large (Enterprise) accounts.
• Availability for a hybrid work model in São Paulo.
• Previous experience with time-tracking solutions or HRTechs (a plus).
• Experience using Customer Success tools (e.g., HubSpot, Sensedata, etc.).

Responsabilidades

• Client Portfolio Management: Manage a diverse portfolio of Enterprise clients.
• Engagement Strategies: Develop, implement, and enhance playbooks to maximize engagement.
• Growth Opportunities: Identify, create, and close upsell and cross-sell opportunities.
• Conflict Management: Resolve conflicts by collaborating with internal teams.
• Executive Business Reviews (EBRs): Lead strategic meetings with clients.
• Churn Reduction & Loyalty: Develop strategies to reduce churn and boost loyalty.
• Product Adoption: Improve product adoption and customer success metrics.
• Product Team Collaboration: Relay client feedback to product teams.
• Product Expertise: Train and support clients on our solutions.

Conhecimentos

Advanced English

B2B SaaS experience

Enterprise accounts

Hybrid São Paulo

Time-tracking/HRTech exposure

HubSpot/Sensedata

Ferramentas

HubSpot

SenseData

Descrição da oferta de emprego

About Us

Founded in 2017, our mission is to help businesses—both small and large—save time and money through a time-tracking system that enables efficient workforce and activity management. Our solution also streamlines payroll processing for some of Brazil's largest companies.

Get to know us better on our website https://day.io/

What It’s Like to Be a Customer Success Manager at Oitchau

As a CSM, you play a key role in ensuring that our clients have an outstanding experience and achieve success throughout every stage of their journey with us. You’ll serve as the strategic link between our clients and internal teams, driving positive impact, building strong relationships, and ensuring our products and services continuously deliver value.

Key Responsibilities

• Client Portfolio Management: Manage a diverse portfolio of Enterprise clients.

• Engagement Strategies: Develop, implement, and enhance playbooks to maximize engagement throughout the customer lifecycle.

• Growth Opportunities: Identify, create, and close upsell and cross-sell opportunities aligned with customer needs and goals.

• Conflict Management: Proactively resolve conflicts and issues by collaborating with internal teams, including Sales, Product, and Support.

• Executive Business Reviews (EBRs): Lead strategic meetings with clients, highlighting the economic value and positive impact of our solutions.

• Churn Reduction & Loyalty: Develop proactive strategies to reduce churn, increase customer loyalty, and drive deeper engagement.

• Product Adoption: Implement targeted actions to improve product adoption and customer success metrics.

• Product Team Collaboration: Work closely with the Product team, relaying client feedback and prioritizing needs to continuously enhance the user experience and value.

• Product Expertise: Become a product expert to train, empower, and support clients in getting the most out of our solutions.

Mandatory Requirements

• Advanced English proficiency;
• Relevant experience as a B2B Customer Success Manager in a SaaS environment;
• Experience managing large (Enterprise) accounts;
• Availability for a hybrid work model in São Paulo;
• Previous experience with time-tracking solutions or HRTechs (a plus);
• Experience using Customer Success tools (e.g., HubSpot, Sensedata, etc.).