Accountabilities:

• Proactively understand customer goals and develop strategies that drive successful business outcomes, adoption, and long-term value.
• Serve as a trusted advisor for assigned customers, building strong relationships and supporting customer retention and growth initiatives.
• Align available services and solutions with customer needs to improve satisfaction, reduce churn, and increase recurring revenue opportunities.
• Conduct customer business and operational reviews, highlighting achievements, identifying improvement areas, and recommending solutions.
• Manage customer journeys across key milestones, including onboarding, implementation, service adoption, product expansion, and issue resolution.
• Identify opportunities for account growth, including upsell and cross-sell initiatives, while maintaining strong customer relationships.
• Develop scalable customer success resources such as knowledge base content, success stories, and community materials.
• Ensure customers are enabled on self-service platforms and digital resources through effective communication and training.
• Monitor customer health indicators, analyze usage data, and proactively address risks or opportunities.
• Collaborate with internal teams to ensure seamless communication, execution, and customer engagement throughout the relationship lifecycle.
• Maintain accurate documentation of customer interactions, escalations, resolutions, and relationship management activities.
• Contribute insights and best practices to improve global customer success strategies and processes.

Requirements:

• Proven experience in customer success, account management, pre-sales, post-sales, or a similar client-facing role within the technology industry.
• Strong passion for improving customer outcomes, experiences, adoption, and education.
• Excellent communication and presentation skills, with the ability to influence stakeholders through collaboration, negotiation, and relationship building.
• Strong analytical skills with the ability to interpret data, identify trends, and transform insights into actionable strategies.
• Experience working with recurring revenue business models and understanding customer value drivers and KPIs.
• Ability to manage multiple priorities, work independently, and thrive in a fast-paced environment.
• Strong problem-solving and critical-thinking skills with the ability to address complex customer challenges.
• Technology-savvy mindset with the ability to learn and communicate technical concepts effectively.
• Experience creating customer-facing materials, documentation, or self-service resources is a plus.
• Bachelor’s degree in Business, Engineering, Marketing, Communications, or equivalent professional experience preferred.
• 5+ years of experience in customer success or related technology-focused roles is preferred.
• Proficiency with Microsoft Office tools and business productivity applications.

Benefits:

• Flexible remote work opportunity from Brazil.
• Opportunity to work with innovative technology solutions and global customers.
• Collaborative and inclusive environment focused on growth, well-being, and professional development.
• Opportunity to influence customer success strategies and scalable engagement models.
• Career development opportunities through learning, mentorship, and continuous improvement initiatives.
• Exposure to cross-functional collaboration with teams across different regions.
• Supportive culture focused on diversity, belonging, and employee recognition.
• Opportunity to contribute to meaningful customer experiences and business outcomes.