Manage a portfolio of strategic clients, ensuring retention, expansion and continuous value generation;
Build relationships with large companies and senior stakeholders;
Understand business needs and translate them into practical solutions by creating and driving Success Plans with clear goals, KPIs and follow-up rituals;
Act proactively to prevent churn based on data, usage behavior and risk signals;
Lead in-person meetings and executive presentations;
Serve as the primary point of contact between the client and internal teams, acting as the main client reference within Knewin and translating needs into solutions;
Facilitate product adoption and provide guidance on best practices;
Conduct executive rituals (QBRs/EBRs), presenting results and the evolution roadmap;
Monitor key metrics such as NRR, GRR, churn, engagement and Earned Growth (NPS+);
Log interactions, statuses and opportunities in the CRM with accuracy and discipline;
Partner with Product, Support, Data and Sales teams to resolve issues, enable improvements and identify opportunities.

Previous experience in Customer Success, Account Management, Consulting, Projects or related areas;
Ability to manage a portfolio with organization, prioritization and discipline;
Clear, concise and solution-oriented communication skills;
Knowledge of SaaS metrics (MRR, churn, NRR, expansion, adoption);
Experience with tools such as CRM (HubSpot/Salesforce), spreadsheets and support platforms;
Availability and ability to conduct in-person meetings with C-level executives;
Must reside in the city of São Paulo or neighboring municipalities.

Comprehensive medical and dental plans to support your overall well-being.
Access to telemedicine services for convenient and secure consultations.
Health care programs to help you stay at your best.
Meal allowance / meal voucher for more convenient, balanced meals.
Special Christmas meal allowance to celebrate the season.
Gym membership plan to encourage your fitness routine.
Work-from-home allowance for greater comfort and productivity.
Knewin Fit program: health and wellness as part of your routine.
Pet health plan to care for the furry members of your family.
Birthday day off: because your special day deserves to be celebrated!
Short Friday – shorter hours on Fridays so you have more time to rest, be with family or pursue other activities you love.
Travel program: opportunities for trips that promote well-being.

Customer Success Specialist / Account Manager

Key skills