Customer Success Manager

BrazilRemoteFull-timemid

Customer Success ManagerCustomer

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Requirements Summary

At least 5 years of experience in a customer-facing role within a SaaS environment, with a strong track record of building customer relationships and delivering value. Strong customer-facing,

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Customer Success ManagerCustomer

As a Customer Success Manager, you will manage a portfolio of US-based customers and act as a trusted strategic advisor throughout their customer journey. You will be responsible for retention, expansion, product adoption, and overall customer satisfaction. The role combines relationship management, value demonstration, proactive engagement, and revenue-focused account growth. You will work closely with Support, Onboarding, Engineering, and Account Management teams to deliver an exceptional customer experience. You’ll also contribute to scalable playbooks, automated outreach, and continuous improvements to customer success operations. This is an opportunity to work in a high-volume, global environment where ownership, agility, collaboration, and customer impact are highly valued.

Own retention across an assigned portfolio of accounts, monitor Net Retention Revenue, identify churn signals, and proactively execute retention strategies in line with established SLAs.
Manage a book of business through QBRs, customer communications, onboarding follow-ups, 90-day reviews, health-score-based outreach, and other key lifecycle touchpoints.
Build trusted relationships with merchants by consistently demonstrating product value, providing expert guidance, and driving adoption of new features and products.
Collaborate with Support, Onboarding, Solutions Engineering, and other internal teams to resolve issues efficiently, optimize accounts, and ensure successful customer handoffs.
Lead merchant consultations and identify expansion opportunities, including sourcing and booking qualified demos for the Account Management team.
Develop expertise across the full product suite and understand how customer technology stacks, partners, and integrated marketing programs can support stronger outcomes.
Contribute to automated playbooks, customer campaigns, operational improvements, and scalable processes that increase the reach and effectiveness of the Customer Success function.
Monitor industry and product trends, share recommendations, participate in process experimentation, and take ownership of both challenges and results.

Requirements

~1 min read

At least 5 years of experience in a customer-facing role within a SaaS environment, with a strong track record of building customer relationships and delivering value.
Strong customer-facing, presentation, written, and verbal communication skills, with the ability to establish credibility and trust with customers.
Experience or familiarity with customer retention and expansion strategies, including identifying churn risks and supporting revenue opportunities.
Comfortable taking a proactive approach to customer engagement and working alongside sales or account management teams to pursue expansion opportunities.
Ability to manage a high-volume portfolio while prioritizing tasks and decisions based on customer impact and business importance.
Flexible and adaptable mindset, with a willingness to create, test, and refine new processes in a fast-changing environment.
Strong problem-solving skills, resilience, empathy, positive energy, and a high level of commitment to customer outcomes.
Ability to collaborate effectively across departments and contribute to a positive, accountable, and team-oriented culture.
Bonus: familiarity with Shopify, Klaviyo, or Google Shopping.