Customer Success Manager, English and Spanish
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Job Description
Customer Success Manager gerindo clientes e parceiros internacionais para a Pulsus, empresa brasileira de SaaS B2B e MDM. Expandindo receita, retenção e adoção por meio de negociações, KPIs e desenvolvimento de canais.
Responsibilities:
- Manage and monetize a global/LATAM portfolio composed of strategic direct customers and reseller/channel partners
- Act as Account Manager for direct customers, identifying expansion opportunities (upsell/cross-sell), negotiating and closing new revenue
- Develop and engage resellers and distributors, establishing commercial follow-up routines and enablement
- Meet Net MRR Expansion and MRR Expansion targets and control MRR Churn in the international portfolio
- Monitor end-customer health and partner performance using KPIs for usage, adoption and active license volume
- Lead contract renegotiations, price reviews and long-term renewals in English and Spanish
- Conduct complex negotiations and address objections in executive meetings with C-level, IT/Operations directors and partner managers
- Run EBRs with customers to demonstrate the ROI of the Pulsus solution and build expansion plans
- Hold alignment and commercial support meetings with key partners (Joint Business Planning)
- Serve as the primary bridge between the international portfolio and the Support, Product, Sales and Engineering teams in Brazil
- Contribute to international service playbooks and partner management (Partner Enablement)
Requirements:
- Advanced fluency in English and Spanish, with strong writing, reading and speaking skills for commercial negotiations and executive meetings
- Solid experience in B2B enterprise/international account management with a focus on revenue expansion (upsell/cross-sell)
- Experience in serving and developing partners and resellers (Channels/Partners)
- Proven ability to negotiate contracts, overcome objections and hold conversations with C-level and global decision-makers
- Knowledge of B2B sales methodologies such as SPIN and Challenger Sales
- Command of SaaS KPIs: Net MRR Expansion, MRR Churn, Logo Churn, NRR and LTV
- Ability to translate technical and operational MDM metrics into financial and strategic value propositions
- Ease adapting to and communicating with different business cultures across Latin America and other international markets
- Nice-to-have: experience with Customer Success platforms (Gainsight, SenseData, CustomerX), CRMs (Salesforce, HubSpot, Pipedrive) and/or PRMs
- Nice-to-have: knowledge of B2B SaaS, MDM, Android Enterprise or telecom/IT solutions
- Nice-to-have: experience structuring channel/partner programs, enablement materials, commission rules or acceleration programs
- Autonomy, openness to change, collaboration, ownership mindset and focus on delighting the customer
Benefits:
- Meal/Food allowance in partnership with iFood Benefícios
- iFood Club with no membership fee
- Health plan: SulAmérica - Clássico Apartment or Especial 100 R1
- Health plan: Unimed Unimax - Private or Semi-private
- Dental plan: SulAmérica or Bradesco Odonto
- Life insurance
- Profit-sharing (PPR) according to company target achievement
- Birthday day off
- Wellhub (Gympass): platform of gyms and apps related to physical, emotional health and wellbeing
- Starbem: platform with health and wellbeing partners offering psychology, nutrition and medical consultations online
- Various discounts and benefits through iFood Benefícios partners, including points accumulation in the Vale Bônus app, discounts at pharmacies, cinemas, online courses, travel and more
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