Customer Success Manager - Brazil

CloudSEK is a trusted Cyber security product company on a mission to build reliable AI technology for threat detection. The Customer Success Manager will serve as the primary contact for strategic accounts, ensuring clients maximize value from cybersecurity solutions through expert guidance and relationship management.

Responsibilities:

• Manage and nurture relationships for a client accounts, ensuring high levels of customer satisfaction and retention
• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement
• Visit customers twice a year to strengthen relationships and understand their evolving needs
• Provide expert guidance on threat intelligence, data leak prevention, and other cybersecurity issues
• Act as a security analyst, offering insights and recommendations based on threats generated by CloudSEK’s platform
• Collaborate with customer security teams to ensure optimal usage of CloudSEK’s solutions
• Develop and execute customer engagement strategies to build strong relationships with key stakeholders, including CXOs and CISOs
• Foster customer champions within client organizations to drive advocacy and referrals
• Generate and share client-specific quality reports, gathering feedback to continuously improve service delivery
• Identify opportunities for upselling and cross-selling CloudSEK’s products and services
• Ensure on-time renewals and maintain a high customer retention rate
• Source referrals and participate in revenue generation activities
• Ensure 100% product usage for features subscribed by the customers
• Conduct configuration reviews and provide recommendations for product enhancements
• Gather and analyze customer feedback to contribute to product development and improvement
• Maintain accurate records of customer interactions and activities in CRM systems
• Contribute to the team by sharing knowledge, conducting training sessions, and writing internal articles