Customer Success Manager

i4pro

. Manage a portfolio of clients, overseeing their journey and promoting a continuous successful experience .

Posted 9/18/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management within a B2B SaaS environment, focusing on client relationship building, metrics analysis, and cross-functional collaboration to drive retention and value creation. Proficient in developing success plans and managing enterprise client portfolios while ensuring alignment with business objectives.

Highest-signal resume keywords

Customer Success ManagementB2B SaaS ExperienceMetrics AnalysisCross-Functional CollaborationClient Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience MetricsProject ManagementAgile MethodologiesSuccess Plan DevelopmentData InterpretationRisk MitigationContract Renewal ProcessesOnboarding and AdoptionHealth Score MonitoringExecutive Presentation Preparation

Soft Skills

Strong Communication SkillsAnalytical MindsetEmpathyProblem-SolvingNegotiation Skills

Tools & Technologies

CRM ToolsCustomer Support ToolsITSM Tools

Industry Keywords

Customer SuccessStrategic Account ManagementB2B Solution ImplementationEnterprise Client ManagementValue Realization

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage a portfolio of clients, overseeing their journey and promoting a continuous successful experience
Lead follow-up and alignment meetings with operational, technical, and executive stakeholders, presenting results, risks, and opportunities
Support new clients’ transition to production, ensuring a structured process aligned with business objectives
Develop success plans, monitoring metrics, risks, outcomes, and improvement opportunities
Serve as the client’s primary strategic point of contact, coordinating requests with Product, Engineering, Support, Services, Technology, PMO, and Sales teams
Monitor portfolio health indicators (Health Score), satisfaction, usage, incidents, backlog, and SLAs, taking preventive action to mitigate risks
Support clients during critical operational situations, ensuring alignment, communication, and escalation management
Represent the Voice of the Customer within the organization, contributing to the evolution of products, processes, and services
Identify expansion, upsell, and cross-sell opportunities in partnership with the Sales team
Support contract renewal processes, reinforcing perceived value, delivered results, and risk mitigation
Contribute to the evolution of i4Pro’s Customer Success practices, processes, and strategies
Work collaboratively with Service Management, Support, Sales, PMO, Engineering, Product, Technology, Professional Services, vendors, and client leadership

Requirements

What you’ll need

5–7 years of experience in Customer Success, strategic account management, customer relations, or B2B solution implementation, preferably in software or SaaS companies
Experience managing enterprise clients, engaging with executives, and simultaneously leading critical projects or initiatives
Bachelor’s degree in Business Administration, Technology, Engineering, Communications, Service Management, or a related field
Postgraduate degree in Business Management, Customer Experience, Technology, or a related field is a plus
Strong relationship-building and communication skills
Analytical mindset and metrics-driven approach
Ability to coordinate multiple departments to achieve the best outcomes for the client
Consultative, collaborative, and proactive profile
Focus on customer success, retention, and value creation
Excellent verbal and written communication skills, with the ability to interact effectively with operational, technical, and executive audiences
Empathy, active listening, and the ability to understand clients’ business challenges and objectives
Ability to build strong relationships and act as a strategic partner to clients
Knowledge of Customer Success in a B2B SaaS model, including onboarding, adoption, value realization, retention, renewal, and expansion
Analytical ability to interpret metrics and translate data into actions and results
Experience with customer experience and success metrics such as NPS, CSAT, SLA, backlog, adoption, engagement, and Health Score
Familiarity with CRM and customer support or ITSM tools
Ability to prepare executive presentations, management reports, success plans, and action plans
Knowledge of project management and Agile methodologies for tracking deliverables, risks, and priorities
Ability to influence different departments and lead cross-functional initiatives
Intermediate English is desirable
Self-management
Operational excellence
Results orientation
Simplicity
Sense of urgency
Out-of-the-box thinking
Problem-solving
Customer focus and value creation
Clear, empathetic, and assertive communication
Knowledge sharing and best-practice exchange
Project and knowledge management
Analytical thinking
Ownership and initiative
Negotiation and conflict management
Organization, prioritization, and a strong sense of ownership

Benefits

Comp & perks

Meal voucher
Food allowance
Bradesco health insurance
Bradesco dental insurance
Wellhub and TotalPass
Transportation allowance
Childcare assistance
Profit Sharing and Results Program
Life insurance
Private pension plan
Day off on your birthday
Extended paternity leave
Creditas partnership
Commitment to diversity and inclusion of people with disabilities across all job openings