Customer Success Manager

Summary

Join Ideals, a leading B2B SaaS company, as a Customer Success Manager in Sao Paulo, Brazil. You will provide exceptional post-sales support to clients, ensuring upgrades, renewals, and fostering strong relationships. Leveraging your analytical and communication skills, you will translate client needs into actionable solutions. This role offers a unique opportunity to build a strong track record in a multinational SaaS environment, directly impacting customer satisfaction and retention, and contributing to our growth in LATAM and globally. You will be responsible for onboarding new clients, engaging with them throughout their product journey, proactively managing renewals and upgrades, and addressing client concerns. This position requires fluency in Portuguese and English (C2 level), along with at least 5 years of experience in customer success or account management.

Requirements

• Fluent Portuguese, along with English at C2 level
• Minimum of 5 years of work experience as a Customer Success or Account Manager
• Customer-driven personality with empathetic and emotional intelligence skills
• Excellent communication, interpersonal, and presentation skills

Responsibilities

• Research and study new clients to identify their expected value from the product
• Conduct kick-off (onboarding) training for new clients
• Engage with clients through their product journey and ensure appropriate experience to increase adoption and retention
• Proactively renew and upgrade client subscriptions based on their current needs
• Support clients through email/phone when they have a question or a concern
• Conduct exit interviews with churned clients
• Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
• Perform regular check-ins to probe the client for additional needs and assist with possible issues
• Drive the referral program by securing satisfied client reviews and testimonials
• Develop case study materials for use by Sales Executives
• Establish and nurture strong client relationships to enhance loyalty
• Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
• Manage Enterprise clients in close collaboration with the Business Development and Project Management Office Teams

Preferred Qualifications

• Spanish language at conversational level or higher
• Upselling and cross-selling experience

Benefits

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor, and additional individual IT budget
• Reimbursement of co-working space expenses
• Wellness budget for health insurance, sports equipment, and health-related activities
• Wellhub membership with access to numerous sports activities
• Reimbursement of participation in sports competitions
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Team-building offline events
• Budget for local gatherings in global locations
• Generous internal referral program