Customer Success Manager Sênior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager Sênior based in Brazil.

As a Senior Customer Success Manager, you will manage and grow a strategic portfolio of B2B and enterprise customers.

You will combine a consultative customer-success approach with strong commercial skills to drive retention and revenue expansion.

The role focuses on identifying upsell and cross-sell opportunities, leading complex renewals, and building long-term executive relationships.

You will use SaaS metrics and customer health indicators to anticipate risks, demonstrate ROI, and guide account strategy.

You’ll engage with C-level stakeholders and collaborate closely with Sales, Pre-Sales, Support, and Product teams.

The environment is technology-driven, collaborative, agile, and focused on measurable business outcomes.

This is a remote-first opportunity for an entrepreneurial, commercially minded professional who thrives on autonomy and strategic account ownership.

Accountabilities:

• Manage and grow a portfolio of strategic Tier 1 and Key Account customers, acting as the primary relationship and commercial contact.
• Identify, develop, and close expansion opportunities through upselling and cross-selling, contributing directly to MRR growth.
• Own key Customer Success commercial metrics, including Net MRR Expansion, MRR Expansion, retention, and MRR Churn mitigation.
• Monitor customer health, product usage, engagement, and other indicators to identify churn risks and opportunities for commercial engagement.
• Lead complex contract renewals, renegotiations, scope adjustments, and commercial discussions while protecting customer relationships and business margins.
• Conduct high-level negotiations and manage challenging conversations with C-level executives, directors, and other senior stakeholders.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), demonstrating ROI and developing strategic growth plans with customers.
• Map customer organizations and build relationships with decision-makers, influencers, and strategic sponsors through a multi-threaded account approach.
• Partner closely with Sales, Pre-Sales, Support, and Product teams to deliver customized solutions and enable complex expansions.
• Contribute to the evolution of Customer Success playbooks, sharing best practices in account management, negotiation, and revenue expansion.
• Maintain a proactive, client-first approach focused on long-term value, retention, satisfaction, and sustainable account growth.

Requirements:

• Solid experience in Account Management, Customer Success with a commercial focus, B2B sales, or a related discipline.
• Proven experience managing strategic or enterprise B2B accounts, with a track record of revenue expansion through upselling, cross-selling, or new business within an existing customer base.
• Strong knowledge of consultative B2B sales and negotiation methodologies such as SPIN Selling, Challenger Sales, MEDDIC, or similar frameworks.
• Demonstrated ability to negotiate with C-level executives, directors, IT leaders, operations leaders, and other senior stakeholders.
• Strong practical understanding of SaaS and Customer Success metrics, including Net MRR Expansion, MRR Churn, Logo Churn, NRR, GRR, and LTV.
• Ability to translate technical product capabilities into measurable financial and strategic value and clearly demonstrate ROI during executive meetings.
• Excellent relationship-building and multi-threading skills, with the ability to map customer organizations and engage multiple stakeholders, decision-makers, and sponsors.
• Hands-on experience with complex contract renewals, commercial adjustments, scope renegotiations, and contractual discussions.
• Strong communication, presentation, negotiation, organization, and stakeholder-management skills.
• Experience with Customer Success and CRM platforms such as Gainsight, SenseData, CustomerX, Salesforce, HubSpot, Pipefy, or Pipedrive is a plus.
• Familiarity with B2B SaaS, technology, telecommunications, Mobile Device Management (MDM), Android Enterprise, or enterprise mobility solutions is desirable.
• Training or certifications in B2B sales, executive negotiation, Account Management, or Key Account Management are advantageous.
• Practical knowledge of agile methodologies or project management is a plus.
• Proactive, accountable, adaptable, and motivated by continuous learning and measurable business impact.

Benefits:

• Remote-first work model, providing flexibility to work from anywhere in Brazil.
• Meal and food allowance through iFood Benefícios.
• iFood Club membership with no monthly fee.
• Health insurance options through SulAmérica and Unimed.
• Dental insurance options through SulAmérica and Bradesco Odonto.
• Life insurance.
• Performance-based profit-sharing program (PPR), according to company results and target achievement.
• Birthday day off.
• Wellhub (Gympass) access to gyms and wellness applications.
• Starbem access to online psychology, nutrition, medical, and wellness services.
• Additional discounts and benefits through partner programs, including pharmacies, cinemas, online courses, travel, and other services.
• Collaborative, agile, and technology-focused environment.
• Opportunities to develop expertise in strategic Customer Success, SaaS, Account Management, and revenue expansion.