Donnes

Customer Success Manager

Donnes

full-time

Posted on:

Location Type: Hybrid

Location: Esteio • Brazil

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About the role

  • Be the strategic focal point for the portfolio, ensuring active follow-up, smooth communication, and continuous value delivery
  • Conduct onboardings, trainings, and follow-up rituals focused on retention and expansion
  • Lead technical implementation projects, coordinating with internal teams and ensuring deadlines and quality
  • Identify upsell, renewal, and churn risk opportunities based on data, active listening, and success metrics
  • Work with indicators such as NPS, CSAT, CES, and Health Score, proposing continuous improvement actions
  • Act as the client's partner in problem resolution with a consultative, agile, and delivery-oriented approach.

Requirements

  • At least 2 years of experience as a CSM (or similar role), preferably in SaaS or technology companies
  • Background in managing mid- or high-touch portfolios, ensuring retention, adoption, and satisfaction
  • Ability to lead strategic meetings, train clients, and lead technical implementations
  • Experience in negotiation, conflict management, and consultative relationship building
  • Strong verbal and written communication, organization, and analytical mindset
  • Availability to work hybrid in Esteio (1 to 2 days per week).
Benefits
  • Meal allowance of R$35.00/day
  • Transportation voucher or commuting allowance
  • Doctor Clin health plan (20% co-payment after 3 months)
  • Productivity bonus
  • Day off on your birthday
  • Creative, collaborative environment with autonomy to test ideas and propose improvements.

Applicant Tracking System Keywords

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

Hard skills
technical implementationdata analysisproject managementcustomer success metricsconsultative approachSaaS experienceportfolio managementnegotiationconflict managementtraining
Soft skills
communicationorganizationanalytical mindsetactive listeningrelationship buildingleadershipstrategic thinkingproblem resolutionadaptabilitycollaboration