DocPlanner

Customer Success Manager – Enterprise

DocPlanner

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Lead the Enterprise Customer Success team focused on adoption, retention, and expansion of strategic accounts;
  • Develop, upskill and elevate the team's seniority, and hire high-performance talent with a focus on efficiency and results;
  • Engage directly with Enterprise clients at key moments in their journey (strategic renewals, significant risks, expansion opportunities, or solution redesigns);
  • Act as a structured bridge between customers and the Product team, providing insights to evolve the solution and prioritize the roadmap;
  • Build and scale processes that ensure predictability, efficiency, and excellence in the Enterprise journey;
  • Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent attainment;
  • Ensure product adoption driven by data and personalized customer journeys;
  • Identify and structure expansion opportunities within the active customer base;
  • Reduce churn through structured action plans that combine data analysis and active customer listening.

Requirements

  • Previous experience leading Customer Success teams or related areas, preferably at SaaS companies;
  • Experience with Enterprise clients;
  • Advanced/Fluent English (interview stages conducted in English and daily interaction with stakeholders);
  • Strategic vision with strong analytical capability;
  • Excellent communication and stakeholder management skills, including interaction with large enterprise clients;
  • Strong analytical skills for data-driven decision making;
  • Direct accountability for results (NRR, retention and expansion), not just processes;
  • Proficiency in Excel and/or Google Sheets for analysis and reporting.
Benefits
  • Work schedule: Monday to Friday, 9:00 AM to 6:00 PM;
  • Time bank compensated as time off to be taken later;
  • Home office allowance;
  • Meal/food allowance via a flexible iFood card;
  • Medical, dental and group life insurance;
  • Childcare assistance;
  • StarBem for mental health and well-being;
  • iFeel app for emotional support;
  • Wellhub for you and up to 3 dependents;
  • Pet plan extending care to your pet;
  • Birthday day off and company anniversary day off so you can celebrate as you prefer;
  • Partnership Club with discounts from partner organizations and educational institutions, such as universities and language schools;
  • Special leave policies: 10 days for bereavement of a loved one; 2 days for pet bereavement; 7 days of leave for marriage; 30 days for fathers and 6 months for mothers after the birth of a child;
  • Referral program offering up to R$600 per referral who remains with us for more than 6 months.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisKPI monitoringcustomer journey mappingcustomer retention strategiescustomer expansion strategiesSaaS experienceExcelGoogle Sheets
Soft Skills
leadershipcommunicationstakeholder managementanalytical thinkingstrategic visioncustomer listeningteam developmentresults-oriented