Customer Success Manager

BPOD

contract

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successonboardingadoptionrenewalexpansionlifecycle playbooksNPSCSATreportingdashboard creation
Soft Skills
communicationcustomer alignmentrelationship managementproblem-solvingpresentation skillsorganizational skillsstrategic thinkingcollaborationadaptabilitycustomer sentiment analysis