Customer Success Manager

• Strengthen customer relationships throughout the customer journey, fostering connection, satisfaction, and a positive, memorable experience.
• Develop and execute engagement and retention initiatives aimed at reducing churn and building long-term partnerships.
• Collect and analyze product suggestions, bug reports, and feedback, serving as a bridge between customers and internal teams to drive continuous improvement of the solutions.
• Monitor the evolution of solutions and design strategies to improve the customer journey, ensuring the experience aligns with customer needs and expectations.
• Stay up to date on solution features and updates, providing consultative, effective, and informative support.
• Validate customers' use of solution features and identify adoption gaps, ensuring customers realize the platform's full potential and increasing account profitability.
• Monitor key customer portfolio indicators, dive into critical cases to ensure quality deliveries, and implement corrective actions when necessary.
• Collaborate with internal areas such as Product, Marketing, Customer Success, and Technology to deliver integrated solutions and a seamless customer experience.
• Identify expansion opportunities within the active customer base, driving consultative upsell and cross-sell initiatives focused on customer value.

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