Customer Success Manager

Confidencial (Apenas para Cadastrados) Latam is looking for a Customer Success Manager to join an important company team in São Paulo, Brazil.

Mission

The CSM is responsible for managing a medium size portfolio of accounts using a hybrid approach that combines automation with periodic human engagement. This role focuses on driving adoption, retention and expansion through structured playbooks, success planning, and recurring business reviews, while ensuring measurable value realization for each customer.

Responsibilities

• Conduct onboarding calls and align success objectives with the customers business goals.
• Build and manage individualized Success Plans with measurable milestones inside the CS platform.
• Execute lifecycle playbooks (Onboarding, Adoption, Renewal & Expansion, Loyalty) using a mix of automated cadences and human touchpoints.
• Continuously segment accounts by ARR, risk exposure and upsell potential to prioritize outreach.
• Track product usage and adoption signals to identify risks and expansion triggers, activating appropriate playbooks.
• Perform structured checkins to validate progress, adoption and business alignment.
• Present adoption insights, value delivered and next step recommendations to customers.
• Trigger renewal motions and identify upsell opportunities based on usage, maturity and goals.
• Run NPS and CSAT cycles with follow-up plans based on customer sentiment.
• Deliver regular reports and dashboards with adoption, engagement, risk, expansion and renewal metrics.

Requirements

• Minimum of 5 years of experience in the CS field.
• Mandatory and proven experience in the IT field.
• Sales background desirable.
• Experience with medium-sized accounts.
• Advanced Spanish level required/ Advanced English level.