We are looking for an exceptional Customer Success Manager to play a key role in nurturing SMB Customers. In this role, you will be the key point of contact for our customers working towards successfully sustaining and expanding their business with us over time. The key to achieving this success are the effective adoption, facilitating their technical success while nurturing their overall aptitude, showcasing high impact results that align to a customer’s business objectives, and continuous strategic and relationship alignment

Role Summary

As a Customer Success Manager (CSM), you will:

• Serve as a trusted advisor to SMB customers.

• Drive product adoption, customer value realization, and long term success.

• Bridge business objectives with Salesforce platform capabilities.

• Help customers optimize ROI and embed Salesforce as a strategic part of their technology stack.

• Identify and preempt renewal risk and raise Red Flag. Co-create risk mitigation plan

Key Responsibilities

• Effective Adoption

• Understanding a customer’s journey, maturity, and value proposition for each solution

• Advise customers on platform architecture, governance, workflows, and best practices

• Translate customer objectives into platform use cases and solutions

• Business Value Realization & Relationship

• Understand and articulate the customer's executive priorities and defined initiatives where Salesforce products can have an impact

• Quantify and describe the business value created by the customer's use of Salesforce products. Conduct Business Value Reviews with senior leader or executive-level audience

• Build trusted relationships with senior stakeholders

• Operational Excellence

• Develop customer success plans aligned with business outcomes

• Serve as the main point of contact, leading regular calls, ongoing communications, and facilitate/conduct strategic discussions tailored to the client audience

• Partner with Product, Support, Professional Services, Engineering, and Sales to ensure delivery of all commitments. Especially with Sales to strategize retention and expansion

• Coordinate issue resolution and customer escalations

• Imp: Actively participate in identifying the early warning signals for renewal risk. Coordinate and drive the risk mitigation with help from internal stakeholders

Preferred Qualifications

• +6 Years Experience in Customer Success, Consulting, Professional Services, or SaaS.

• English and Portuguese fluency.

• Strong consultative and stakeholder management skills.

• Excellent communication, presentation, and program management skills.

• Analytical mindset with the ability to demonstrate business value

• Salesforce product knowledge is a bonus