Customer Success Manager

Neogrid

. Manage a portfolio of mid-sized and/or moderately complex customers .

Posted 9/21/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer portfolios and driving customer success through data analysis, relationship building, and strategic planning. Proficient in utilizing CS and SaaS metrics to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success ManagementData AnalysisRelationship BuildingSaaS Metrics KnowledgeProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Portfolio ManagementData AnalysisSaaS MetricsSQLExcel Proficiency

Soft Skills

Strong Communication SkillsOrganizational SkillsProactive MindsetInvestigative SkillsTime Management

Tools & Technologies

SenseData Platform

Industry Keywords

B2B Customer ExperienceCustomer EngagementAccount RetentionChurn MitigationSupply Chain Operations

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Manage a portfolio of mid-sized and/or moderately complex customers
Monitor and analyze customers’ Health Scores, investigating contributing factors and proposing actions to improve satisfaction, adoption, and outcomes
Lead recurring customer meetings according to each stage of the customer journey and the team’s engagement cadence
Identify pain points, risks, and opportunities; route requests to the appropriate teams and follow up on their progress
Build and execute success plans focused on account retention, engagement, and growth
Analyze usage data and portfolio metrics to identify opportunities for improvement and expansion, and to mitigate churn
Take preventive action when risk signals emerge, structuring action plans with support from the team
Build relationships with customer stakeholders, strengthening the partnership and increasing perceived value
Act as a consultant, supporting customers in using the solution and improving their processes

Requirements

What you’ll need

Experience as a CSM, Consultant, or in a similar role at technology/SaaS companies or in B2B customer-facing functions (CX, CS, Support, Onboarding, Post-Sales, or related areas)
Experience managing a customer portfolio or substantial experience building customer relationships in moderately complex environments
Knowledge of CS and SaaS metrics, such as NPS, churn, adoption, expansion, and Health Score
Strong verbal and written communication skills
Experience leading CS activities such as check-in meetings, executive presentations, action plans, or training sessions
Experience collaborating with Product, Support, Data, and Sales teams
Strong organizational and time-management skills to handle multiple demands
Investigative and proactive mindset for identifying problems and proposing solutions
Focus on relationships, customer experience, and value creation
Ability to independently manage work demands and a customer portfolio
Willingness to travel and visit customers when necessary
Experience analyzing data to generate insights and strategic recommendations
Intermediate Excel proficiency
A plus: knowledge of Supply Chain business operations and tools
A plus: experience with account retention and expansion initiatives
A plus: knowledge of the SenseData platform
A plus: practical knowledge of SQL

Benefits

Comp & perks

Remote or hybrid opportunities, exclusively for candidates living in Brazil
Flexible working hours
Health insurance coverage extendable to eligible dependents
Dental insurance coverage extendable to eligible dependents
Life insurance coverage extendable to eligible dependents
Medication allowance extendable to children
Transportation allowance or parking assistance for employees living in cities with company offices
Flexible meal and food allowance
Wellhub (formerly Gympass)
TotalPass
Birthday month day off, on a date chosen by the employee
NeoBaby parental support program
Unico Skill allowance for external training and continuous development
Childcare assistance in accordance with the applicable policy
Extended parental leave: six months for mothers and 30 days for fathers
Referral program, bonuses, and much more