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