Customer Success Manager
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Job Description
Customer Success Manager at Axur overseeing B2B client relationships and driving digital security value. Responsible for renewals, upsells, and customer satisfaction with a fully remote capacity.
Responsibilities:
- Managing the full customer lifecycle for a portfolio of Middle Accounts, monitoring health metrics, and proactively identifying risks and opportunities;
- Leading renewal, upsell, and expansion cycles, including contract negotiations and scope adjustments;
- Running strategic customer meetings and Executive Business Reviews (EBRs) focused on results and value generation;
- Building personalized Success Plans to increase product adoption and maximize customer outcomes;
- Acting as the main point of contact for critical accounts and supporting churn-reversal initiatives;
- Collaborating with internal teams to resolve complex issues and improve the customer experience;
- Acting as the voice of the customer by translating feedback and NPS insights into product and process improvements;
- Executing initiatives to increase engagement and adoption of key platform features.
Requirements:
- Minimum of 3 years of experience in B2B Customer Success or Account Management (preferably in Tech/SaaS), managing a dedicated portfolio
- Proven ability to manage complex accounts and navigate multiple stakeholders, including C-level executives
- Strong negotiation skills and experience with renewals, contract management, and expansion opportunities
- Solid understanding of Customer Success metrics (Churn, NRR, Health Score) and ability to translate data into actionable insights
- Deep knowledge of Customer Success frameworks (Onboarding, Ongoing, EBRs, and Playbooks)
- Experience conducting Executive Business Reviews (EBRs) and communicating business value to senior stakeholders
- Native or fluent Portuguese and advanced English.
Benefits:
- Home office setup allowance (R$2,000 in your first month) + flexible benefit (R$990/month)
- Top-tier health, dental, and life insurance plans
- Annual bonus + potential stock option plan (equity)
- Anywhere Office: remote work + super flexible hours
- Wellness: Wellhub
- Development culture: 360º feedback, IDPs, and partnerships (Coursera, Udemy, MBA USP/ESALQ, and more)
- Recognition & rewards: internal awards and referral bonuses
- Inclusive parental leave for all family formats.
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