Customer Success Manager

Nortal • Brazil

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Join Nortal as a Customer Success Manager to build long-term relationships with clients, drive adoption and retention, and identify opportunities for account growth. This role requires a deep understanding of Nortal's product and sharp strategic consulting skills. The ideal candidate will have experience in customer success, account management, or customer support, with a proven ability to build strong relationships with B2B clients and stakeholders.

Key Highlights

Build, manage, and strengthen long-term relationships with assigned clients

Act as a strategic partner, understanding client needs and anticipating opportunities

Ensure high levels of client satisfaction, retention, and overall experience

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Key Responsibilities

Build, manage, and strengthen long-term, trust-based relationships with assigned clients

Act as a strategic partner, understanding client needs and anticipating opportunities

Ensure high levels of client satisfaction, retention, and overall experience

Define and implement growth strategies for each account (upsell, cross-sell)

Proactively identify new business opportunities

Negotiate new and existing contracts to maximize value and maintain strong partnerships

Develop and execute strategic account plans aligned with both client objectives and company goals

Define, maintain, and achieve revenue, forecasting, and margin targets (gross and contribution)

Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature

Manage necessary investments for client growth, evaluating ROI and operational efficiency

Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed

Work closely with technical teams and other internal departments to ensure a seamless client experience

Maintain a strong technical understanding of the company’s offerings to provide strategic guidance

Actively participate in internal meetings, raising risks, improvements, and relevant initiatives

Create internal reference guides documenting key product features and applications

Resolve client issues or requests promptly and effectively

Propose improvements, best practices, and innovation opportunities for client projects

Collect and act on client feedback to improve processes, products, and services

Utilize the CRM to track interactions, agreements, opportunities, and account details

Maintain clear documentation of communications, contractual changes, and strategic decisions

Ensure forecasting accuracy and update predictions regularly based on new insights

Technical Skills Required

CRM software Customer Success platforms Data analysis tools SQL

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Benefits & Perks

Competitive USD salary

100% remote work

Paid time off

National Holidays celebrated

Sick leave

Refundable Annual Credit

Team-building activities

Birthday day off

Job Description

Join Nortal for your next big adventure. We are seeking a to join our team, grow with us, and teach us a few things along the way.

Join our close-knit LATAM remote team: Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management.
Say goodbye to micromanagement! We champion autonomy, open communication, and respect for diversity as our core values.
Your well-being matters: Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins.

Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best. 🚀

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