Enterprise Brazil CSM
WaveBL is looking for a motivated, experienced, and self-driven Customer Success Manager to support and expand our customer portfolio in Brazil. As the primary Customer Success representative in the region, this role requires someone who excels in independent work, is proactive, and possesses strong relationship-building skills. You’ll play a critical role in maximizing product value, driving usage, and enhancing revenue by working closely with our customers, meeting them face-to-face, and leading initiatives to strengthen our presence.
Responsibilities:
- End-to-End Ownership: Take full responsibility for a portfolio of enterprise accounts in Brazil, managing relationships and ensuring client satisfaction from onboarding through renewal.
- Customer Relationship Building: Cultivate strong, long-term partnerships with customers, focusing on retention and maximizing product value. Regularly meet clients in person to deepen relationships and maintain high levels of engagement.
- Product Value Maximization: Drive product adoption by continuously educating customers on new features and use cases, encouraging broader usage.
- Proactive Upselling and Renewals: Identify opportunities for upselling, cross-selling, and renewal, working closely with customers to enhance their usage and maximize their investment.
- Operational Management: Oversee and coordinate operational activities, ensuring customer needs are met through efficient support and network expansion.
- CRM and Activity Management: Utilize CRM tools (e.g., Salesforce, Monday, Jira) to manage customer interactions, ensuring maximum efficiency, visibility, and effective follow-up.
- Customer Compliance and Insight Sharing: Review customer compliance and proactively share insights with relevant internal teams to enhance overall account management.
Requirements:
- Experience and Independence: 5–8 years of solid CSM experience, ideally with a SaaS background, and a proven track record of independently managing customer relationships in a remote location.
- Industry Knowledge: Understanding of the Supply Chain, Shipping, and International Trade industries, with insights into the “Network Effect” business model.
- Customer-Obsessive: Highly focused on customer success and satisfaction, able to anticipate customer needs, and passionate about delivering value.
- Proactive and Resourceful: Self-starter who can take initiative, lead projects independently, and proactively find solutions. This role requires creativity and confidence to represent Customer Success autonomously.
- Strong Business Acumen: Able to pitch product features, identify upsell opportunities, and communicate effectively with clients about potential use cases.
- Problem Solver: Skilled at troubleshooting and finding agile solutions to complex issues
- Quick Learner: Adaptable and eager to learn new technical systems, processes, and business domains.
- Technical Familiarity: Experience with Salesforce, Monday, and Jira is a strong advantage.