Customer Success Manager Brazil

The customer success manager is a mid-level role in a cybersecurity company, responsible for empowering customers with the Unified Risk Platform (URP), ensuring their satisfaction, and supporting company growth. The role involves building relationships, problem-solving, and delivering exceptional customer experiences.

Location: São Paulo, Brazil

Responsibilities

• Help customers get started with smooth onboarding, training sessions, and regular check-ins within the URP scope.
• Drive resolution of client requests and technical problems. Lead the path from issue identification to confirmed closure.
• Ensure clients are fully utilizing the URP platform. Guide them through features, use cases, and platform updates.
• Create and update project plans to keep everything on track with your customers.
• Stay connected with customers and your team to ensure workflows run seamlessly.
• Spot and solve potential issues early to keep customers happy and engaged.
• Share updates about new trends, features, or anything exciting related to their projects.
• Be the go-to person for customer questions and tackle any challenges that come up.
• Prepare helpful materials and take proactive steps to ensure projects stay on course.
• Check in on customer satisfaction with surveys and feedback sessions.
• Work with the team lead to improve TI/DRP and ASM customer experience.
• Proactively monitor account health. Detect risks (underutilization, integration issues, satisfaction drops) before they become problems.
• Identify expansion and renewal opportunities. Support retention by demonstrating continuous value.

Requirements

• Professionals with 3 to 5 years of experience, preferably in cybersecurity or technical areas.
• Basics of Cyber Threat Intelligence, Digital Risk Protection and Attack Surface Management class information security systems.
• Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners.
• Manage internal customer experience development projects (collecting and organising feedback and working with the Customer Journey Map).
• Higher education (preference is given to candidates with a technical degree).
• Fluency in Portuguese and English; Spanish is a plus.