Senior Customer Success Technical Manager

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

As a Senior Customer Success Technical Manager, you will take ownership of a high-impact enterprise account and help customers realize measurable value from an innovative SaaS and Generative AI platform.

You will lead strategic adoption, onboarding, training, renewal, and expansion initiatives across complex organizations with multiple business units and stakeholders.

The role combines customer relationship management with data-driven strategy, requiring you to turn usage insights into practical actions that improve engagement and retention.

You will work closely with Customer Success leadership while partnering with Product, Engineering, Creative, and Account Management teams.

Your input will help shape scalable customer success practices, internal playbooks, and product priorities.

The environment is collaborative, fast-moving, and focused on empowering creative teams through responsible and effective use of AI.

This is an excellent opportunity for an experienced customer success professional who enjoys ownership, strategic problem-solving, and delivering tangible business outcomes.

Accountabilities:

• Own and lead a high-value enterprise account, taking responsibility for adoption, engagement, renewal success, customer satisfaction, and long-term growth.
• Build trusted strategic relationships across multiple business units, departments, agencies, and stakeholder groups within complex enterprise organizations.
• Design and execute scalable onboarding, implementation, and training programs, while developing bespoke approaches where enterprise customers require additional support.
• Analyze customer usage and performance data to identify adoption opportunities, risks, and areas for improvement, translating insights into clear customer strategies and actions.
• Develop and execute renewal strategies designed to strengthen retention, reduce churn, and improve customer satisfaction through metrics such as NPS and CSAT.
• Identify potential expansion opportunities and collaborate with Account Management teams to support account growth.
• Partner with Product, Engineering, and Creative teams to communicate customer needs, influence roadmap priorities, and improve the overall customer experience.
• Work with Customer Success leadership to develop scalable systems, processes, insights, and practices that improve the delivery of customer outcomes.
• Contribute to internal enablement initiatives, customer success playbooks, training materials, and repeatable programs that can scale across the customer base.
• Participate actively in the customer community, helping customers adopt and succeed with Generative AI in creative and advertising workflows.
• Take ownership of customer outcomes while continuously identifying ways to improve both individual account performance and broader Customer Success operations.

Requirements:

• 6+ years of experience in Customer Success, Customer Onboarding, Implementation, or a related client-facing function within SaaS, technology, or creative technology environments.
• Proven track record of improving customer adoption, engagement, retention, and satisfaction, particularly within enterprise accounts.
• Experience managing complex enterprise relationships involving large brands, multiple sub-brands, business units, agencies, or departments.
• Strong data literacy, with the ability to interpret customer and product usage insights and translate them into actionable strategies.
• Excellent written, verbal, communication, presentation, and stakeholder-management skills.
• Strong commercial and strategic mindset, with an understanding of how adoption, engagement, retention, and customer value contribute to business growth.
• Demonstrated ownership mentality, accountability, and ability to operate independently while managing complex customer priorities.
• Strong cross-functional collaboration skills, with the ability to work effectively with Product, Engineering, Creative, Account Management, and leadership teams.
• Proactive, impact-oriented approach with strong problem-solving and decision-making abilities.
• Experience in advertising, marketing technology, or Generative AI is preferred.
• Comfortable working in a fast-moving environment where processes are evolving and scalable solutions need to be developed.

Benefits:

• 25 days of paid time off plus public holidays, alongside a Flexible Time Off approach.
• Health insurance / private medical coverage.
• Monthly stipend supporting wellness, fitness, and learning and development.
• Enhanced parental leave for parents through birth, adoption, or surrogacy.
• Flexible working hours to support autonomy and work-life balance.
• Opportunities to collaborate with customers and partners through access to a New York office.
• A collaborative, innovative environment focused on the practical and responsible use of Generative AI.
• Opportunities to contribute to scalable customer success practices and develop professionally within a growing technology environment.