Pessoa Customer Success Manager

Accountabilities:: Lead the onboarding of new customers, aligning business objectives, implementation milestones, success criteria, and expected outcomes. Develop and maintain customer success plans that connect business goals, platform use cases, and measurable value delivery. Build and nurture trusted relationships with executive leaders, decision-makers, and strategic stakeholders, fostering alignment and influencing business decisions. Monitor customer adoption, engagement, retention, and value realization metrics to identify risks, remove blockers, and uncover opportunities for improvement. Conduct executive business reviews and strategic customer meetings to present performance indicators, demonstrate achieved outcomes, review success plans, and agree on next steps. Identify opportunities for account expansion by understanding evolving customer needs and supporting broader platform adoption across departments, teams, and business initiatives. Collaborate with Technical Customer Success Managers, Product, and Engineering teams to communicate customer needs, resolve challenges, and contribute to platform improvements. Develop, refine, and implement Customer Success playbooks, processes, frameworks, and metrics tailored to enterprise customers. Translate customer feedback and performance data into actionable recommendations that improve adoption, strengthen relationships, and support long-term retention. Share knowledge, successful practices, and lessons learned with colleagues to strengthen the Customer Success culture and improve the overall customer experience. Proactively manage multiple customer relationships and initiatives, balancing priorities while maintaining consistent communication and follow-through. Requirements: Strong interest in developing a career in Customer Success, particularly in strategic customer relationship management and value realization. Previous experience in Customer Success is an advantage but is not mandatory. Ability to build trusted relationships, understand different perspectives, and identify customer needs, expectations, and business priorities. Strong consultative communication skills, including the ability to facilitate discussions, align stakeholders, and connect business objectives with relevant technology solutions. Basic understanding of customer onboarding, platform adoption, retention, account expansion, and customer success planning, or a strong willingness to develop these skills. Analytical mindset and familiarity with performance indicators, with the ability to interpret data and translate insights into practical, results-oriented action plans. Excellent communication, active listening, empathy, and influencing skills to engage effectively with stakeholders across different functions and levels of seniority. Strong organizational skills and autonomy in managing multiple customer relationships, competing priorities, and ongoing initiatives. Proactive, resilient, and adaptable approach to navigating complex situations, changing priorities, and ambiguity. Willingness to learn about technology platforms, their business applications, and opportunities to generate measurable customer value. Ability to collaborate effectively with technical and non-technical stakeholders, including Product, Engineering, and customer-facing teams. Nice to have: Previous experience as a Customer Success Manager or in consultative relationship management, strategic account management, customer support, or client engagement roles. Familiarity with technology platforms, software engineering, DevOps, or digital transformation initiatives. Experience engaging with technical audiences, engineering leaders, and other strategic stakeholders. Involvement in creating or improving Customer Success playbooks, frameworks, performance indicators, and customer relationship processes. Experience collaborating with Product and Engineering teams to address customer needs and improve technology solutions. Interest or experience in knowledge sharing, mentoring, and supporting the professional development of colleagues. Benefits: Remote work: The opportunity to work remotely from Brazil. Professional development: Opportunities to explore new projects, technologies, and career development paths. Career mobility: Access to internal career opportunities and professional growth through a structured internal selection process. Cross-functional collaboration: Opportunities to work closely with Product, Engineering, Technical Customer Success, and business stakeholders. Strategic customer impact: The opportunity to build meaningful client relationships and contribute to customer adoption, retention, and long-term business value. Continuous learning: Opportunities to develop consultative, analytical, communication, and customer management skills. Inclusive work environment: A culture that values individuality, accessibility, collaboration, and diverse perspectives.