Customer Success Manager

Summary

Join Axur, a company dedicated to internet safety, as a Customer Success Manager. You will provide exceptional support to small account clients, ensuring they achieve their goals. This role requires close collaboration with clients and internal teams to enhance the customer experience. You will monitor client health indicators, develop success playbooks, track client engagement, and collaborate on issue resolution. The position involves strategic guidance to clients, identifying upselling and cross-selling opportunities, and managing account renewals. This is a fully remote position, open to candidates worldwide.

Requirements

• 3+ years of experience as a CSM in B2B companies
• Experience managing mid- or small-sized accounts
• Strong proficiency in sales, negotiation, and contract renewals
• Background in commercial or support roles at technology companies
• Ability to manage multiple stakeholders, including C-level executives
• Solid understanding of Customer Success concepts and methodologies
• Proficiency in Portuguese
• Advanced English or Spanish

Responsibilities

• Monitor health indicators for a portfolio of small clients and oversee activities to improve performance metrics
• Develop and implement customer success playbooks based on health data analysis to drive retention
• Track client engagement with Axur solutions and present outcomes
• Collaborate with internal teams to ensure prompt issue resolution
• Map, guide, and propose strategies to help clients achieve optimal results—advocate for and defend the value of Axur products to their business areas
• Generate up-selling and cross-selling opportunities within your client portfolio
• Manage expansion and renewal opportunities, considering client context, renewal timelines, and best practices

Preferred Qualifications

• Proven track record of successful upselling and cross-selling
• Background in fraud prevention or information security
• Experience managing tech projects
• Experience creating or managing tech products

Benefits

• Home office assistance: an allowance of R$ 2,000.00 in the first month to buy all the items for your home office
• Axur will send only the laptop (which must be returned to the company in case of departure)
• Flexible benefit of R$ 990,00 per month
• Health insurance and dental plan (Bradesco Top Nacional)
• Prudential Life Insurance
• Annual Employee Bonus Plan
• Possibility of Employee Stock Options Plan (equity participation in the company)
• Anywhere Office work model
• Super flexible hours
• TotalPass
• Language classes and a platform for study with more than 25 idioms
• Culture focused on the individual development of Axurians (360º evaluation and Individual Development Plan (IDP)
• Agreements and partnerships for individual development (Coursera, Udemy, OpenEnglish, Fisk, MBA USP ESALQ, and others)
• Internal Rewards Programs (Best Recruiters, and others)
• Parental Leave Program (Pregnant and Companion; Adopter and Adaptation period)