Be the strategic focal point for the assigned portfolio, ensuring active follow-up, smooth operations, and continuous delivery of value
Conduct onboarding, training, and regular follow-up rituals focused on retention and expansion
Lead technical implementation projects, coordinating with internal teams and ensuring timelines and quality
Identify upsell and renewal opportunities and detect churn risks based on data, active listening, and success metrics
Work with indicators such as NPS, CSAT, CES, and Health Score, proposing continuous improvement actions
Act as a partner to the client in problem resolution, adopting a consultative, agile, and delivery-oriented approach.

At least 2 years of experience as a CSM (or similar role), with experience in SaaS or technology companies
Proven track record managing mid
or high-touch portfolios, ensuring retention, adoption, and satisfaction
Ability to lead strategic meetings, train customers, and drive technical implementations
Experience in negotiation, conflict management, and consultative relationship building
Strong verbal and written communication, organizational skills, and analytical mindset
Availability for hybrid work in Esteio (1 to 2 days per week).

Meal allowance of R$35.00/day
Transportation voucher or commuting allowance
Doctor Clin health plan (with 20% co-payment after 3 months)
Productivity bonus
Day off on your birthday
Creative, collaborative environment with autonomy to test ideas and propose improvements.

Customer Success Manager

Key skills