Senior Customer Success Manager

You will manage VAAS’s largest customer accounts and high-impact projects. You will lead simple- and medium-complexity software implementations, drive platform adoption, monitor account health, and build success plans to prevent churn. You will partner with the Account Manager on retention, expansion, and lead-generation goals, conduct executive reviews, visit customer leaders, and improve Customer Success playbooks.

Responsibilities

• Understand the business model, customer lifecycle, and compliance, fraud, and credit use cases
• Manage strategic customer accounts and maintain an account success plan
• Identify risks early and prevent customer churn
• Lead simple- and medium-complexity implementations from kickoff through go-live
• Monitor platform usage and account health scores
• Run follow-up meetings and train users
• Identify and qualify expansion leads within customer accounts with the Account Manager
• Conduct periodic executive reviews and manage executive customer relationships
• Visit customer leadership in São Paulo and other states
• Improve implementation, adoption, and health-score playbooks
• Mentor junior and mid-level Customer Success Managers
• Deliver structured customer feedback to the Product team

Requirements

• 5+ years of Customer Success or Account Management experience in B2B SaaS
• Demonstrated results reducing churn and generating account expansion
• Knowledge of portfolio metrics including churn, GRR, and NRR
• Ability to demonstrate customer ROI
• Experience managing relationships with customer executives and senior leadership
• Experience implementing B2B software, including workflows, configurations, and integrations
• Ability to maintain accurate account, health-score, and customer-history records
• Clear and confident communication in results meetings and difficult customer conversations
• Availability to visit customers in São Paulo and travel to other Brazilian states

Benefits

• 30 days of paid leave after one year
• Caju allowance for meals and transportation for hybrid or onsite employees
• Wellhub
• Conexa telemedicine and Psicologia Viva
• Two monthly nutritionist consultations
• Two monthly psychologist consultations
• Discounted general practitioner and specialist telemedicine appointments
• Dasa exam discounts of more than 15%
• Pague Menos pharmacy discounts of 20% to 30%
• Free parking
• Birthday month day off
• VAAS-paid costs for customer visits and travel