SMB Success Senior Manager

📋 Description

• Lead and coach a team of 4 to 6 Customer Success specialists in the SMB segment, driving a
• Own the retention strategy for a high-volume portfolio, ensuring the team hits monthly and
• Design and scale digital, low-touch CS models using automation, WhatsApp, and AI-first solutions
• Map customer journeys and internal workflows, eliminating rework and tool gaps to improve SLA and
• Identify at-risk accounts through data and build proactive prevention plans, acting before
• Partner with Sales, Product, Support, and CLM to turn portfolio insights into actions that increase

🎯 Requirements

• Located in São Paulo and available to attend the office at least once a week
• Proven experience in leadership roles within Customer Success, Account Management, or Sales
• Strong background in digital-first, high-volume operations, managing large portfolios through
• Hands-on experience implementing or managing automated journeys for engagement, adoption, and
• Analytical mindset with process and systems thinking, able to turn data on churn, NRR/GRR, and
• Curious and proactive, someone who questions 'why do we do it this way?' and takes ownership of

🎁 Benefits

• Free Gold+ Wellhub membership with access to onsite gyms and studios, digital fitness programs, and
• Add up to three family members to your plan
• Wellz: complete emotional wellbeing program with personalized journeys combining individual therapy
• Health, dental, and life insurance
• Flexible work: hybrid and remote options as a Flexible First company, with home office reimbursement
• Flexible schedule: define schedules with leaders aligned to time zones, team needs, and personal