Plan, organize and lead weekly group mentoring sessions on specific topics, focusing on customer enablement, increased engagement, and improved system usage;
Collaborate in creating and executing scaled communications, such as email campaigns, aimed at engagement, customer base updates, and better system adoption;
Manage a portfolio of customers, monitoring engagement, progress and health throughout the customer journey;
Track usage and customer health metrics, identifying opportunities for retention, growth and expansion;
Map and qualify expansion opportunities (upsell and cross-sell) within the customer base, and hand them off to the Expansion team;
Identify and act on customers at risk of churn, conducting proactive outreach to reverse risk and retain accounts;
Conduct meetings with customers to advance product usage, propose improvements and identify opportunities to evolve the customer journey;
Contribute to the design and execution of initiatives aligned with the strategic objectives of the department and the company.

Bachelor’s degree completed or in progress in Business Administration, Economics, Marketing, Industrial Engineering, Sales Management or related fields;
Experience with customer management tools such as CRM and/or ERP, working in Account Management or Customer Success contexts;
Knowledge of Customer Success methodologies, relationship management or customer journey practices;
Experience analyzing usage data and customer health metrics, identifying churn signals and directing scalable preventive actions;
Ability to work consultatively, identifying opportunities to generate value for customers;
Clear, concise and instructional communication skills for both scaled communications and meetings/mentorships, driving engagement, understanding and stronger customer relationships;
Fast learner, curious and open to feedback, with the ability to continuously adapt and improve performance;
Proactivity and creative thinking to identify opportunities and develop new solutions, acting beyond established processes;
Resilience and adaptability to maintain consistency and performance even in challenging scenarios.

Customer Success Manager

Key skills