Customer Success Manager
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Job Description
Customer Success Manager driving Sentinel enterprise account adoption, retention, and expansion at BotCity, a governance platform for Python automations and AI Agents. Building CS processes and customer feedback loops.
Responsibilities:
- Own the relationship for all enterprise Sentinel accounts as the single point of contact
- Orchestrate Product, Support, and Sales touchpoints to provide a unified BotCity customer experience
- Multi-thread accounts across IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC stakeholders
- Run onboarding, QBRs, and health checks
- Prepare data and ROI narratives for QBRs
- Identify expansion timing and renewal risk early, handing commercial negotiation and pricing decisions to Sales
- Design and implement the first version of the Sentinel CS playbook, including onboarding, health scoring, and escalation paths
- Recognize regional accounts with potential for global rollout and escalate to HQ stakeholders
- Direct technical issues to Support/Product while owning customer communication
- Represent the structured voice of the customer to Product using pain points and usage evidence
- Report account status, expansion progress, and risk to CS and Sentinel leadership regularly
Requirements:
- Bachelor's degree or equivalent experience in Business, Technology, or a related field
- 4+ years in Customer Success or Account Management with enterprise B2B customers in a High Touch/consultative model
- Experience owning international or globally-present enterprise accounts, not limited to domestic or LATAM-only customers
- Ability to multi-thread across senior technical stakeholders, including IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC
- Experience building or standing up a CS process, playbook, or motion from scratch at an early-stage product
- Experience owning and reporting on NRR, expansion, churn, TTFV, and Time to Activation
- Prior experience in an early-stage, high-growth, fast-paced startup environment
- Proficiency in Customer Success software and tools such as HubSpot
- Experience with MS Office/Excel, Google Suite, and Notion
- Comfort leveraging AI tools for account research, deal strategy, and efficiency
- Ability to travel as needed to support events, visit customers, and meet the team
- Fluent Portuguese
- Fluent English
- Preferred: familiarity with security/compliance concepts, such as vulnerability management and governance frameworks
- Preferred: prior experience in Cybersecurity, GRC, or compliance-adjacent software implementation
- Preferred: experience managing customers with a focus on on-premise products
- Preferred: advanced Spanish
Benefits:
- Global remote work arrangement
- Opportunity to work with a global team across the US and LATAM
- High-impact, autonomous, excellence-oriented work environment
- Opportunity to shape the first Sentinel Customer Success playbook and processes
- Exposure to enterprise customers including Bayer and LG
- Opportunity to work with Product, Engineering, Support, Sales, and leadership teams
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