Ploomes

Customer Success Manager – Senior

Ploomes

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Lead the experience of strategic customers at Ploomes.
  • Build strong relationships with executive stakeholders.
  • Ensure retention, prevent churn, and drive growth through upsells and expansion.
  • Generate business insights and act as a consultative partner.
  • Connect technology and processes to ensure tangible outcomes with the solution.

Requirements

  • Previous experience as a Senior CSM, Account Manager, or Customer Success executive in SaaS or CRM companies;
  • Proven track record of retention and expansion of large accounts, including risk management and strategic account plans;
  • Strong command of metrics: Churn Rate, NRR, GRR, LTV, CAC, and SOW;
  • Ability to lead executive meetings and craft customer success plans;
  • Experience with Customer Journey strategies and managing performance indicators;
  • Strong communication, analytical mindset, and consultative approach.
  • **Differentiators 🎯**
  • Experience with enterprise clients and complex CRM processes;
  • Proven history of significantly reducing churn and driving growth through upsell;
  • Ability to analyze data and generate actionable insights;
  • Previous experience at B2B technology companies focused on scalable growth.
Benefits
  • Health and dental insurance;
  • Life insurance;
  • Zenklub;
  • Wellhub (formerly Gympass);
  • Flexible Meal/Food Allowance (iFood Benefits);
  • Home office allowance;
  • Mobility allowance;
  • Childcare allowance;
  • Pet health plan (Guapeco);
  • Birthday day off.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Journey strategiesChurn RateNRRGRRLTVCACSOWstrategic account plansdata analysisperformance indicators
Soft Skills
relationship buildingcommunicationanalytical mindsetconsultative approachleadershiprisk managementcustomer success planningexecutive meeting facilitationinsight generationgrowth driving