Customer Success Manager
Posted Updated
Description
You will own a portfolio of B2B customers across Brazil and the Southern Cone. You will identify expansion opportunities, lead commercial discussions, guide customers through technical kickoff and go-live, resolve issues, monitor account health, and translate customer needs into product feedback.
Responsibilities
- Identify and close upsell and cross-sell opportunities.
- Own portfolio expansion and net revenue retention targets.
- Lead commercial discussions on pricing, renewals, and contract expansions.
- Lead customers from technical kickoff through go-live and recurring volume.
- Resolve payment-flow, API-integration, and account-management issues.
- Track customer health and identify churn risk or volume declines.
- Maintain account activity and pipeline data.
- Translate Brazilian customer needs into product features.
Requirements
- 5–7 years in Customer Success, Account Management, or Implementation at a fintech, payments, or B2B SaaS company.
- Track record of achieving expansion, upsell, or account-growth targets.
- Ability to work with APIs and explain technical concepts.
- Understanding of Brazilian payments, Pix, FX, and local regulations.
- Native Portuguese and fluent English.
- Based in Brazil.
- Ability to overlap with US Eastern time.
Benefits
- Health coverage
- Paid time off and holidays
- Home office or equipment allowance
- Professional development budget
- In-person team offsites