"We are a leading company in the cybersecurity market. We were established more than 20 years ago with the mission to promote global prosperity through applied technology. We believe that cyber sovereignty is a fundamental right of society, and that's why we work diligently every day.
In 2020, Gartner ranked us among the top three PAM technologies globally. Additionally, we were considered Challengers in the Gartner Magic Quadrant in 2020 and 2021. Our product is already operational in over 50 countries, and our primary objective is to grow exponentially and globally in the coming years. To achieve this, we have a dedicated team committed to safeguarding one of the most valuable assets today - data. It's no surprise that one of our core values is Ubuntu, which embodies the concept of "I am what I am because of who we are together." This is why we've been recognized as a Great Place to Work since 2020!".
As a CS Manager, you will be pivotal in fostering robust client relationships and driving customer success initiatives. Your expertise in proactive client engagement and retention strategies will be crucial in mitigating churn risks and identifying opportunities for upsell and expansion. Collaborating closely with sales teams, you will lead efforts in contract renewals and drive revenue growth. Your ability to collect and advocate customer feedback will directly influence product enhancements, ensuring our solutions meet and exceed client expectations.
Join us in our commitment to delivering exceptional customer experiences and be a vital part of our team dedicated to achieving unparalleled customer satisfaction and success in the cybersecurity landscape!
Responsibilities:
- Establish and cultivate strong relationships with clients, acting as their trusted advisor and advocate;
- Monitor customer health metrics and usage patterns to identify potential risks and opportunities for sales growth or expansion;
- Proactively engage at-risk customers, developing and executing retention strategies to mitigate churn.
- Collaborate with sales teams to renew client contracts and drive expansion opportunities;
- Collect customer feedback and champion improvements and enhancements to the product;
- Provide regular reports and insights to internal stakeholders, highlighting customer trends, satisfaction levels, and improvement opportunities;
- Identify and promptly address any barriers or challenges to customer success, offering solutions and best practices;
- Effectively collaborate with other internal teams such as Sales, Marketing, and Product;
- Identify potential customer issues and offer creative solutions;
- Collecting customer feedback and translating it into product improvements, generating reports, and presenting insights clearly and effectively;
- Proactively approach challenges and implement best practices to ensure customer success.
Qualifications (must have):
- Previous experience in Customer Success or related areas such as Customer Support or Account Management;
- Practical knowledge of CRM (Customer Relationship Management) tools and/or other related platforms;
- Experience in technology companies, preferably in SaaS and/or B2B;
- Strong experience in people leadership;
- Advanced English for daily use.
What we offer:
- Health Plan (No co-participation);
- Meal vouchers | CAJU (R$ 990,00/month);
- Home office allowance (R$100.00/month);
- Wellhub (Gympass);
- Birthday Day Off;
- English classes (fully funded);
- Full access to ALURA (technical and personal/professional development courses);
- Equipment needed to carry out the activities;
- Fully remote position, with opportunities to visit the office in São Paulo when possible/wanted.
