Senior Account Manager
RankMyApp
Senior Manager, Customer Success Account Management
Docusign
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Senior
About the role
- Champion a data-driven culture that enables transparency, prioritization, and early risk identification
- Lead, coach, and develop a high-performing Enterprise Customer Success team, fostering accountability, clarity, and collaboration
- Establish operational frameworks and success metrics to drive governance and consistency across accounts
- Build scalable engagement models that ensure predictability and alignment between customer outcomes and company goals
- Own Enterprise retention, GRR, and NRR targets for Brazil, ensuring performance through disciplined execution and proactive risk management
- Partner with Sales, RevOps, Partners and Product teams to identify growth opportunities and improve customer lifecycle efficiency
- Support strategic negotiations and customer escalations, balancing customer trust with business results
- Ensure forecast accuracy, CRM hygiene, and portfolio visibility across the team
- Leverage Gainsight, Gong, and Salesforce for customer insights, performance tracking, and decision-making
- Define and monitor key health indicators to predict outcomes and guide strategic actions
- Drive continuous improvement through process optimization, feedback loops, and cross-functional collaboration
- Act as the operational connector between Enterprise teams in Brazil and regional/global leadership
- Translate global strategies into local execution plans, ensuring scalability and consistency
- Represent Customer Success in strategic planning forums, advocating for customer needs and regional insights
Requirements
- 8+ years of experience in Customer Success, Account Management, or Renewals within SaaS or enterprise technology companies
- 3+ years of experience managing high-performing teams
- Fluent in English and Spanish
- Proven track record in driving retention, expansion, and customer value across large portfolios
- Strong analytical mindset and ability to translate data into operational strategy
- Experience with Gainsight, Gong, and Salesforce to drive insights and execution
- Deep understanding of SaaS business metrics (GRR, NRR, ARR, adoption)
- Strong stakeholder management and communication skills, including C-level engagement
- Demonstrated success implementing scalable processes and governance models
- High adaptability, prioritization, and ownership in dynamic environments
Benefits
- Accommodation for qualified individuals with disabilities
- Equal opportunity for every team member
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementRenewalsRetentionExpansionCustomer ValueOperational StrategyProcess OptimizationGovernance ModelsSaaS Business Metrics
Soft skills
LeadershipCoachingAccountabilityCollaborationAnalytical MindsetStakeholder ManagementCommunicationAdaptabilityPrioritizationOwnership
