Customer Success Manager

Accountabilities:: Own retention across an assigned portfolio of accounts, monitor Net Retention Revenue, identify churn signals, and proactively execute retention strategies in line with established SLAs. Manage a book of business through QBRs, customer communications, onboarding follow-ups, 90-day reviews, health-score-based outreach, and other key lifecycle touchpoints. Build trusted relationships with merchants by consistently demonstrating product value, providing expert guidance, and driving adoption of new features and products. Collaborate with Support, Onboarding, Solutions Engineering, and other internal teams to resolve issues efficiently, optimize accounts, and ensure successful customer handoffs. Lead merchant consultations and identify expansion opportunities, including sourcing and booking qualified demos for the Account Management team. Develop expertise across the full product suite and understand how customer technology stacks, partners, and integrated marketing programs can support stronger outcomes. Contribute to automated playbooks, customer campaigns, operational improvements, and scalable processes that increase the reach and effectiveness of the Customer Success function. Monitor industry and product trends, share recommendations, participate in process experimentation, and take ownership of both challenges and results. Requirements: At least 5 years of experience in a customer-facing role within a SaaS environment, with a strong track record of building customer relationships and delivering value. Strong customer-facing, presentation, written, and verbal communication skills, with the ability to establish credibility and trust with customers. Experience or familiarity with customer retention and expansion strategies, including identifying churn risks and supporting revenue opportunities. Comfortable taking a proactive approach to customer engagement and working alongside sales or account management teams to pursue expansion opportunities. Ability to manage a high-volume portfolio while prioritizing tasks and decisions based on customer impact and business importance. Flexible and adaptable mindset, with a willingness to create, test, and refine new processes in a fast-changing environment. Strong problem-solving skills, resilience, empathy, positive energy, and a high level of commitment to customer outcomes. Ability to collaborate effectively across departments and contribute to a positive, accountable, and team-oriented culture. Bonus: familiarity with Shopify, Klaviyo, or Google Shopping. Benefits: Remote position based in Brazil. Opportunity to work with US-based customers as part of a global Customer Success organization. High-impact role combining customer success, retention, product adoption, and expansion. Exposure to SaaS, e-commerce, merchant technology stacks, and integrated marketing ecosystems. Opportunities to contribute to automation, scalable customer success programs, and operational improvements. Collaborative environment with cross-functional exposure to Support, Onboarding, Engineering, and Account Management. Continuous opportunities to strengthen customer strategy, presentation, product, and commercial skills.