Customer Success Manager

Customer Success Manager - Portugal

The Experience
 

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

What You'll Actually Be Doing

• Serve as the single point of accountability for delivery, overall customer experience, and renewal and expansion across your book of business.
• Build strong relationships with business and technical stakeholders, aligning value delivered with customer priorities and goals.
• Use AI-driven tools to support meeting summaries, account health monitoring, and drafting success plans, escalating early risk signals for human follow-up.
• Act as the primary point of contact during major incidents, ensuring timely communication and resolution, while partnering with Sales, Engineering, and Product teams on the account.

You're Our Person If...

• You have 3-4 years of experience in Customer Success, SaaS platform delivery, or a related field.
• You have strong consulting skills — able to drive business value conversations, handle objections, and influence senior stakeholders.
• You bring relevant industry or domain expertise and understand how it impacts customer priorities.
• You communicate clearly, translating technical concepts into business terms for a range of audiences.
• You are fluent in Portuguese and English

Even Better If...

• You hold Salesforce certifications relevant to this role (e.g., Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, Salesforce Certified Agentforce Specialist).
• Salesforce product certifications are a plus (external hire recommended: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)
• You actively pursue learning opportunities and mentorship to accelerate your growth.
• You are fluent in Spanish

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.