MIGNOW

Customer Success Manager

MIGNOW

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Structure, develop, and advance the Customer Success area by defining processes, routines, metrics and best practices.
  • Create and maintain a standardized model for tracking the customer journey, covering all lifecycle phases (onboarding, adoption, operation, expansion and renewal).
  • Manage the customer lifecycle, ensuring cadence, organization and discipline in the relationship.
  • Act as the primary point of contact for customer relationships, fostering strong rapport, aligning expectations and providing strategic insight.
  • Understand each customer individually and holistically, taking into account business context, objectives, challenges, solution usage and opportunities for improvement.
  • Develop individualized customer success plans focused on value delivery, engagement and growth.
  • Monitor risks, anticipate issues and act proactively to ensure retention and continuity of the commercial relationship.
  • Coordinate resolution of customer requests with internal teams, ensuring smooth workflows, proper prioritization and high-quality delivery.
  • Work collaboratively with Sales, Pre-Sales, Product, Architecture, Delivery and Channels teams to ensure a consistent, aligned customer experience.
  • Keep internal teams informed about customer progress, engagement and success.
  • Build a deep understanding of the solution portfolio, identifying upsell and cross-sell opportunities with a focus on delivering customer value.
  • Define, track and analyze Customer Success KPIs such as churn, renewal, engagement, adoption, satisfaction and expansion.
  • Drive engagement and growth of the customer base through structured actions such as proactive support, trainings, metric tracking and continuous improvement initiatives.

Requirements

  • Minimum of 3 years of direct experience in Customer Success.
  • Experience in direct customer engagement, including interactions with management and C-level stakeholders.
  • Experience creating, tracking and analyzing performance indicators (KPIs).
  • Strong sense of ownership, responsibility and commitment to results.
  • Organized and disciplined, with ease working with processes, metrics and tracking models.
  • Analytical and strategic mindset with the ability to understand customers holistically.
  • Excellent interpersonal communication skills and the ability to build trust with diverse stakeholders.
  • Problem-solving orientation, with a sense of urgency and ability to prioritize.
  • High resilience, able to manage multiple customers, demands, contexts and changes.
  • Advanced English.
  • Knowledge of the SAP ecosystem.
  • Experience with consultative selling and/or identifying expansion opportunities.
  • Experience working in SaaS companies.
  • Previous background in services, technology, consulting or complex project environments.
  • Proactive in suggesting and implementing process improvements.
  • Intermediate or advanced Spanish.
Benefits
  • Opportunity to build and shape the Customer Success function, with direct impact on company growth.
  • Collaborative environment with close interaction between technical, commercial and strategic teams.
  • Exposure to significant clients and projects, with room for continuous learning and professional development.
  • Autonomy, responsibility and real opportunity for career advancement.

Applicant Tracking System Keywords

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

Hard skills
Customer SuccessKPI trackingperformance analysisconsultative sellingSaaS experienceprocess improvementcustomer engagementcustomer lifecycle managementrisk monitoringsolution portfolio analysis
Soft skills
ownershipresponsibilitycommitment to resultsorganizational skillsanalytical mindsetinterpersonal communicationproblem-solvingresiliencestrategic insightcollaboration