Customer Success Manager – Senior

dataRain Consulting

. Manage a portfolio of post-sale customers as dataRain’s primary point of contact .

Posted 10/9/2026full-timeSão Paulo • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on retention and expansion of enterprise customer portfolios. Proficient in analyzing Customer Success metrics and driving adoption of technology solutions, while effectively engaging with C-level stakeholders.

Highest-signal resume keywords

Customer Success ManagementNPS, CSAT, CES MetricsCRM Platforms (HubSpot, Salesforce)Cloud Computing KnowledgeAWS Partner Central Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success Metrics AnalysisAccount ManagementPortfolio ManagementExcel (Pivot Tables, VLOOKUP/XLOOKUP)Health Score Modeling

Soft Skills

Relationship BuildingC-Level Stakeholder EngagementCrisis ManagementMentoring

Tools & Technologies

Power BILooker StudioGainsightTotangoChurnZero

Certifications & Qualifications

CCSMCCXPAWS Certified Cloud Practitioner

Industry Keywords

B2B Post-SalesCloudSaaSIT ServicesManaged Services

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Manage a portfolio of post-sale customers as dataRain’s primary point of contact
Build relationships with technical and executive stakeholders, from IT teams to the C-suite
Develop account success plans aligned with customers’ business objectives
Lead regular business reviews, demonstrating the value and return of delivered solutions
Visit customers in person when necessary, including for executive meetings, workshops, and crisis situations
Oversee the transition from the project phase to ongoing support and managed services
Monitor the technical health of environments alongside the Support and NOC teams to anticipate instability
Build and maintain the portfolio health score
Identify signs of churn risk and lead account recovery plans
Coordinate crisis response, engaging the appropriate internal team and keeping the customer informed
Conduct relationship NPS, CSAT, and CES surveys
Analyze results, follow up with detractors, and turn feedback into action plans
Map business challenges to identify upsell and cross-sell opportunities
Drive adoption of Data, GenAI, Agentic AI, and Cybersecurity solutions
Build account plans with the Sales team and Revenue leadership
Monitor renewals and initiate negotiations early
Support AWS Partner Central initiatives, partner programs, and AWS incentives
Report on metrics such as NPS, CSAT, CES, churn, GRR, NRR, time to value, and adoption
Monitor CSAT recorded in AWS Partner Central and address negative ratings
Mentor junior analysts and review service quality
Document and continuously improve Customer Success playbooks
Keep the CRM up to date with customer history, opportunities, risks, and action plans

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Engineering, Information Systems, Computer Science, Economics, Marketing, Communications, or a related field
Experience in Customer Success, Account Management, or B2B post-sales within the technology industry (Cloud, SaaS, or IT services)
Experience managing a portfolio of enterprise customers, with responsibility for retention and expansion
Strong command of NPS, CSAT, and CES, from survey design through closing the feedback loop with customers
Ability to interpret Customer Success metrics, including health score, churn, GRR, NRR, time to value, and adoption
Advanced Excel or Google Sheets skills (pivot tables, VLOOKUP/XLOOKUP, and health score modeling)
Experience with CRM platforms (HubSpot, Salesforce, Pipedrive, or similar)
Experience leading executive meetings with C-level stakeholders
Sufficient cloud computing knowledge to engage in discussions with architecture and support teams
Availability for in-person customer visits
Postgraduate qualification in business management, Customer Experience, or project management (a plus)
CCSM or CCXP certifications (a plus)
Intermediate English proficiency for reading AWS documentation and materials (a plus)
Experience with Power BI, Looker Studio, or an equivalent tool (a plus)
Experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero (a plus)
Experience with Managed Services (MSP) and ongoing support contracts (a plus)
Experience working for an AWS Partner and knowledge of AWS Partner Central (a plus)
AWS Certified Cloud Practitioner certification or higher (a plus)

Benefits

Comp & perks

Contractor (PJ) or employee (CLT) engagement model
Up to 30 days of annual time off, subject to prior agreement
Option to enroll in the corporate health plan (Amil), with enrollment and payment the professional’s responsibility
Access to the TotalPass platform
Birthday Day Off during the birthday month, subject to prior agreement and a request submitted at least 15 days in advance
Support for AWS certifications
Access to the Pluralsight learning platform
Annual educational allowance of up to BRL 5,000 for courses and certifications pre-approved by the company