Customer Success Manager

Donnes

Customer Success Manager leading client journey from onboarding to expansion at a fast-growing SaaS company in Brazil. Ensuring client satisfaction through metrics and strategic guidance.

Posted 6/30/2026full-timeEsteio • 🇧🇷 BrazilJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Be the strategic focal point for the assigned portfolio, ensuring active engagement, smooth processes and continuous delivery of value;
Conduct onboardings, training sessions and regular follow-ups with a focus on retention and expansion;
Lead technical implementation projects, coordinating with internal teams and ensuring deadlines and quality;
Identify upsell and renewal opportunities and flag churn risks based on data, active listening and success metrics;
Work with indicators such as NPS, CSAT, CES and Health Score, proposing actions for continuous improvement;
Act as a partner to the client in solving problems with a consultative, agile and delivery-oriented approach.

Requirements

What you’ll need

Minimum of 2 years’ experience as a CSM (or similar role), preferably in SaaS or technology companies
Proven experience managing mid- or high-touch portfolios, ensuring retention, adoption and customer satisfaction
Ability to lead strategic meetings, train customers and manage technical implementations
Experience in negotiation, conflict management and consultative relationship building
Strong verbal and written communication, organizational skills and analytical mindset
Availability to work hybrid in Esteio (1–2 days per week)
Familiarity with CustomerX, Google Sheets and management tools
Knowledge of customer success and experience metrics such as Health Score (HS), NPS, CES and CSAT
Prior experience with internal communication projects or Digital Signage.

Benefits

Comp & perks

Meal allowance of R$35.00/day
Transportation voucher or commuting allowance
Doctor Clin health plan (20% copay after 3 months)
Productivity bonus
Day off on your birthday
Creative, collaborative environment with autonomy to test ideas and propose improvements.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success ManagementTechnical ImplementationData AnalysisCustomer Experience MetricsRetention StrategiesUpsell OpportunitiesHealth ScoreNPSCSATCES

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsAnalytical MindsetConflict Management