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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management, focusing on relationship-building, strategic growth, and retention strategies. Proficient in analyzing customer metrics and driving value realization through consultative approaches.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementRelationship BuildingChurn Reduction StrategiesCRM Tools (HubSpot)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success MetricsRetention StrategiesUpsell StrategiesCross-Sell StrategiesAnalytical Mindset
Soft Skills
Verbal CommunicationWritten CommunicationNegotiation SkillsMeeting FacilitationOrganizational Skills
Tools & Technologies
CRM ToolsCustomer Success Management Platforms
Industry Keywords
SaaSB2BCustomer JourneyStrategic StakeholdersPortfolio Management
About the role
Key responsibilities & impact- Strategically manage a portfolio of major clients and top accounts
- Build and strengthen relationships with contacts at various organizational levels, including decision-makers and strategic stakeholders
- Monitor the customer journey, ensuring a high-quality experience at every stage
- Develop a deep understanding of each customer’s business, objectives, and challenges, connecting them with the solutions offered
- Advise customers on the proper and strategic use of the system, driving greater adoption and value realization
- Monitor portfolio health, engagement, satisfaction, usage, and results metrics
- Identify risks and take preventive action to reduce churn and increase retention
- Identify expansion, cross-sell, and upsell opportunities within the portfolio
- Lead strategic business reviews, follow-up meetings, and action plans with customers
- Work closely with internal teams to resolve requests and ensure an integrated customer experience
- Serve as the customer’s primary point of contact within the company, ensuring alignment of expectations and continued partnership growth
- Develop success plans and growth strategies for key accounts
- Manage conflicts and critical situations with a consultative approach, solution-oriented mindset, and long-term perspective
- Contribute to the improvement of Customer Success processes and strategies
- Conduct on-site customer visits, both in the same state and in other states
Requirements
What you’ll need- Solid experience in Customer Success, Account Management, Key Account Management, or related areas
- Proven experience managing large accounts and strategic customers
- Excellent verbal and written communication skills
- Strong relationship-building, negotiation, and meeting facilitation skills
- Consultative, strategic, and value-generation-oriented mindset
- Ability to understand the customer’s business and turn needs into opportunities
- Analytical mindset for monitoring metrics and making decisions
- Experience managing a customer portfolio, driving retention, and identifying expansion opportunities
- Ability to work independently with strong organization and prioritization skills
- Ability to collaborate effectively with multiple departments
- Maturity to manage strategic customers and highly complex situations
- Results-oriented mindset with a strong focus on customer experience
- Knowledge of Customer Success metrics such as Churn, NRR, GRR, Health Score, NPS, and revenue expansion
- Experience with upsell and cross-sell strategies
- Preferred: experience managing a portfolio in SaaS companies
- Preferred: experience working in Customer Success within technology companies
- Preferred: familiarity with CRM tools (HubSpot) and Customer Success management platforms
- Preferred: experience developing success plans and retention strategies
- Preferred: experience working with B2B customers
Benefits
Comp & perks- Dental Plan | Amil Dental
- Health Plan | Bradesco Saúde
- Mental Health Platform
- Telemedicine Platform
- Life Insurance | Prudential
- Pharmacy Benefit
- Gym Allowance
- Birthday Day Off
- Flexible Meal Voucher
- Home Office Allowance
- Childcare Assistance
- Transportation Voucher and Company Shuttle
- Discount Platform (Allya, SwileShop, and Dell)
- Educational Benefits
- Travel Benefits
- Pet Health Plan
- SESC Benefits
- Long-Term Profit-Sharing Program (PPRL)