Cortex

Customer Success Manager

Cortex

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

SQLTableau

About the role

  • Lead the Customer Success team responsible for mid-market and high-volume accounts, ensuring a scalable, efficient, and value-driven customer journey;
  • Build and maintain strategic relationships with sponsors and client leadership across your portfolio, managing an executive engagement cadence (QBRs, check-ins, business reviews, etc.);
  • Map, implement, and evolve tools and integrations that support automation of the customer journey (automated emails, in-app flows, alerts, health scores, etc.);
  • Analyze key metrics (NRR, churn, adoption, engagement, feature usage) and adjust strategies with a focus on efficiency and impact at scale;
  • Design segmentation and mass-personalization strategies based on behavioral and profile data;
  • Partner with Marketing, Sales, Product, and Support to ensure consistency and smoothness in the customer experience across the entire journey;
  • Lead team performance rituals focused on productivity, operational efficiency, and retention outcomes;
  • Contribute strategic vision for the sustainable growth of the customer base by designing mechanisms for scale and continuous engagement.

Requirements

  • Bachelor’s degree (postgraduate degree or MBA is a plus);
  • Previous experience leading Customer Success teams or related areas focused on B2B Enterprise / Key Account clients;
  • Experience managing executive relationships with Expansion, Marketing, and/or Sales leaders, with a track record of running QBRs and strategic conversations with C‑level executives;
  • Practical experience with automation and CRM tools (e.g., Salesforce, HubSpot), CS platforms (e.g., Gainsight, Totango), and automated communication systems;
  • Analytical capability to monitor health metrics, churn, adoption, engagement, and expansion — proficiency with tools such as Power BI, Tableau, advanced Excel or basic SQL;
  • Ability to design and evolve service playbooks and journeys based on segmentation and customer behavior;
  • Clear, empathetic, and results-oriented communicator, with experience leading consultative teams, including automated and high-scale operations.
Benefits
  • Meal and Food Allowance;
  • Gympass / TotalPass;
  • Remote work allowance;
  • Health Insurance and Dental Plan (dental optional);
  • Childcare assistance (up to the child’s 6th birthday);
  • Extended Maternity, Paternity and Adoptive Leave (#allfamiliesmatter);
  • Life Insurance;
  • Birthday Day Off (one day off to take on your birthday or during your birthday month);
  • Family Day (one day off for parents to take between May and August to use as they wish);
  • Mental Break (one continuous week off in December to rest and recharge).
  • *Benefits are provided in accordance with current policy*
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successB2B enterprisekey account managementautomationCRM toolsdata analysissegmentation strategiesservice playbookshealth metricsSQL
Soft Skills
leadershipstrategic relationship managementcommunicationempathyresults-orientedconsultative approachoperational efficiencyproductivityteam performancecustomer engagement
Certifications
Bachelor's degreeMBA