Customer Success Manager

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels.
• Responsible for addressing and managing customers' health cases assigned to them.
• Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions.
• Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges.
• Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction.
• Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization.
• Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health.
• Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction.
• Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.
• Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations.
• Collaborate with Treasury on payment collection for late-paying customers.
• Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform.
• Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

Customer Success Manager – EMEA

• Lead the post-sale journey for Portuguese accounts, from initial onboarding to long-term renewal and expansion.
• Partner with customers to embed Neara into their daily workflows, specifically across vegetation management, clearance analysis, and CAPEX prioritization.
• Bridge the gap between complex technical outputs (AI/Physics models) and executive-level business outcomes.
• Conduct Quarterly Business Reviews (QBRs) and maintain high-level relationships with stakeholders within DSOs and TSOs.
• Act as the voice of the Portuguese market, collaborating with our EU Sales, Deployment, and Product teams to align our roadmap with local needs.
• Monitor customer health scores and drive Net Revenue Retention (NRR) by identifying upsell opportunities.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM, CVM, Lifecycle, Retention Marketing Lead

• Lead the digital onboarding process for new client units, ensuring all SaaS modules are configured correctly to meet specific business needs.
• Serve as the primary point of contact for the client, managing relationships and translating platform capabilities into practical business solutions.
• Deliver training sessions for end users to drive high platform adoption and proficiency.
• Adapt and refine existing dashboards (migration from Power BI to E-charts) to match individual client unit requirements.
• Monitor platform engagement metrics and proactively identify opportunities to optimize performance.
• Act as a liaison between the client and the internal technical team to address requests and ensure project viability.

Client Success Analyst

• Plan, coordinate, and execute CRM campaigns for Sportsbook and esports audiences across Email, Push, SMS, and In-App channels.
• Own the CRM calendar around major sporting events and esports tournaments, ensuring timely and relevant player communications.
• Develop personalized player journeys, segmented campaigns, and lifecycle initiatives to improve engagement, retention, and sportsbook activity.
• Collaborate closely with Trading, Product, VIP, Content, Design, and Analytics teams to launch high-impact campaigns.
• Monitor campaign performance, analyze KPIs, and continuously optimize CRM strategy based on data and player behavior.
• Coordinate promotional mechanics, bonuses, odds boosts, free bets, and event-driven activations.
• Ensure all CRM communications comply with regulatory requirements and responsible gaming standards.
• Stay up to date with sports and esports calendars, industry trends, and competitor activity.

Senior CRM Sports Coordinator

• Lead the execution and coordination of CRM marketing campaigns.
• Act as the primary liaison between marketing stakeholders and campaign operations teams.
• Monitor campaign performance and delivery KPIs.
• Produce campaign reports and performance insights.
• Identify opportunities for process improvements and operational efficiency.
• Support and mentor junior CRM Campaign Assistants.
• Ensure campaign quality, consistency, and compliance with established processes.

CRM Campaign Specialist

• Support the preparation and execution of CRM marketing campaigns.
• Perform audience counts and targeting analyses to support campaign planning.
• Configure campaign workflows and communication channels within CRM platforms.
• Coordinate campaign assets, approvals, and proofing activities.
• Monitor campaign execution and ensure quality standards are maintained.
• Collaborate with marketing and operational teams throughout the campaign lifecycle.
• Contribute to delivering engaging customer communications across multiple channels

CRM Campaign Assistant

• Act as a trusted advisor to a portfolio of mid-sized customers, ensuring they achieve measurable business value from our solutions
• Manage a larger, dynamic portfolio of customers, focusing on driving adoption, retention, and scalable customer engagement
• Build trusted relationships with key stakeholders and act as the primary post-sales contact
• Drive structured engagement through regular touchpoints, lifecycle outreach, and business reviews
• Ensure successful onboarding and enablement of customers
• Drive product adoption and help customers maximize the value of TeamViewer solutions
• Monitor customer health, engagement, and usage metrics to proactively identify risks
• Identify upsell and cross-sell opportunities within your portfolio
• Act as the voice of the customer internally by sharing insights with Product, Marketing, and Engineering

Customer Success Manager jobs in Portugal

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