Customer Success Manager

• Manage a portfolio of customers after implementation, ensuring adoption and continued use of the platforms
• Conduct regular customer check-in and alignment meetings
• Monitor portfolio health indicators, including usage, engagement, and churn risks, and take preventive action
• Manage the contract renewal cycle, anticipating negotiations and ensuring contract continuity
• Manage and follow up with delinquent customers in alignment with the Finance team
• Identify and pursue expansion opportunities (upsell/cross-sell) within the portfolio
• Support customers with functional questions, refresher training, and usage best practices
• Record interactions, requests, and progress in the CRM
• Work closely with Support, Implementation, Product, Sales, and Finance to resolve requests and convey customer feedback
• Contribute to the continuous improvement of the CS team’s processes and routines

Customer Success Analyst

• Serve as the primary contact and trusted advisor for Salesforce’s largest and highest-profile customers
• Partner with assigned accounts to improve technical and operational health and maximize Salesforce investment value
• Maintain awareness of customer events, needs, risks, and value drivers
• Build relationships with customers and account teams
• Develop deep technical understanding of customer Salesforce implementations
• Share standard methodologies and promote adoption of proactive services
• Optimize Salesforce platforms and support customers during critical peak events
• Act as a point of contact for major incidents and manage customer expectations and communications through resolution
• Serve as the technical interface for customers and collaborate with internal and external partners, including ISVs
• Function as the Core Cloud technical and operational configuration SME
• Coordinate Signature Success services and remain accountable for deliverables, customer experience, renewal, and expansion
• Cultivate relationships with customer IT and business executives, sponsors, and decision-makers
• Coordinate the Signature Success service catalog
• Provide proactive Salesforce feature guidance and release adoption advice
• Identify implementation challenges and risks
• Communicate the value of Signature Success to collaborators and customers
• Advocate for customers during high-severity case triage and resolution
• Conduct quarterly reviews, identify trends, and provide tailored release recommendations
• Build multidisciplinary relationships with Sales, Engineering, and Product Management
• Occasionally provide after-hours or weekend coverage based on customer needs
• Adapt to evolving Salesforce role requirements

Senior Customer Success Manager

• Support the post-sales team with customer service and follow-up
• Collect customer feedback and identify opportunities to improve the customer experience
• Assist in preparing customer satisfaction and engagement reports and metrics
• Record interactions and requests in the CRM system
• Assist with customer communications via email, WhatsApp, and phone calls

Customer Success Intern

• Analyze students’ behavior and communication consumption profiles, proposing activation and engagement strategies
• Create mailing lists and develop automated communication journeys using digital marketing automation tools
• Execute communications via email, SMS, WhatsApp, push notifications, and social audiences
• Monitor, measure, and analyze the results of communications and campaigns
• Develop solutions to automate management processes, promoting operational efficiency
• Create mechanisms and controls to reduce risks associated with incorrect sends and communications
• Ensure campaigns are correctly registered on the platforms used
• Ensure automated processes are efficient, secure, and well organized
• Develop solutions using AI and emerging technologies to optimize routines and streamline the team’s work
• Establish error controls and support A/B testing to optimize campaigns
• Participate in planning and alignment meetings with partner departments on strategic and sensitive topics
• Research and share technological trends and innovations to drive improvements within the department

CRM Analyst (Mid-Level)

• Manage a portfolio of enterprise accounts at SAP integrators and their end customers, from initial implementation through renewal and expansion
• Support and guide the Implementation team before and after go-live
• Participate in key meetings and prepare the team for executive-level discussions
• Help escalate and resolve blockers and review implementation plans
• Partner with senior leadership sponsors to define success, demonstrate value delivered, and maintain executive alignment
• Work closely with customer PMOs, tracking milestones, risks, and utilization across different programs
• Drive adoption within each account by defining metrics, monitoring relationship health, and proactively engaging accounts that lose momentum
• Identify new projects, teams, and use cases and convert them into expansion opportunities
• Lead value realization reviews to make Luzid’s value tangible to budget owners and decision-makers
• Share insights with the Product and Founder teams
• Help structure the Customer Success and Implementation operations, including playbooks, templates, account health scoring, and follow-up cadence

• Define the CRM strategy by brand, audience, and lifecycle stage, aligned with e-commerce goals.
• Map the customer journey and create highly personalized welcome, abandonment, first-purchase, post-purchase, repurchase, retention, and reactivation flows.
• Build dynamic segments and triggers based on behavior, order history, interests, and intent signals.
• Plan contact calendars and rules across email, WhatsApp, SMS, push notifications, and other channels, with careful attention to relevance and communication frequency.
• Lead the setup, implementation, monitoring, and optimization of automations and campaigns on the CRM platform.
• Plan A/B tests for audiences, messages, offers, channels, and contact timing; document learnings and scale successful results.
• Work with data and technology teams to ensure the events, integrations, consent, and database quality required for personalization.
• Collaborate with e-commerce, media, content, CX, and brand teams to connect campaigns and the shopping experience with customer relationships.
• Develop the team, allocate priorities, monitor deliverables, and establish a results-oriented management routine.
• Track the growth and quality of the active customer base, as well as reach and engagement by channel.
• Monitor journey conversion, CRM-attributed revenue, and incremental contribution.
• Monitor repurchase, retention, reactivation, and LTV by cohort and brand.
• Track deliverability, opt-outs, contact frequency, and the quality of the customer experience.

CRM and Data Coordinator

• Lead onboarding, activation, and implementation processes for new customers
• Guide customers throughout their journey, ensuring engagement and platform adoption
• Monitor metrics such as activation, Health Score, churn, and expansion opportunities
• Manage a customer portfolio, strengthening relationships and identifying retention, renewal, and growth opportunities
• Help customers realize value from the platform, ensuring a successful experience
• Collaborate with Product and Support teams, sharing customer insights

Junior Customer Success Analyst

• Serve as the primary point of contact for production support, onboarding, and activations for API and dashboard clients
• Own the client onboarding journey from kickoff and technical integration through compliance review and first live transactions
• Troubleshoot integration and payment issues, identify root causes, and partner with Engineering and Product to prevent recurrence
• Collaborate across Engineering, Product, Compliance, Operations, and Sales to deliver a strong customer experience
• Drive engagement with existing clients to identify opportunities to add value, expand usage, and grow revenue
• Use CRM, contact center software, and marketing tools to optimize client management and communication
• Replace repetitive work with automations, playbooks, and documentation
• Track client health and usage and share product feedback and trends to help shape the roadmap

Customer Success Manager – LATAM

• Support the implementation, configuration, operation, and maintenance of CRM campaigns and journeys on automation platforms and in low-code environments
• Configure, launch, and monitor customer engagement journeys across Push Notifications, In-App Messages, App Inbox, Email Marketing, and SMS
• Ensure the ongoing execution and maintenance of journeys with quality, consistency, and adherence to deadlines
• Support the strategic segmentation of the customer base for product marketing, retention, and conversion initiatives
• Support the creation and adaptation of microcopy for push notifications, calls to action, and in-app messages
• Collaborate on the continuous improvement of the in-app user journey and communication personalization
• Formulate hypotheses, structure, and monitor A/B tests involving messages, timing, formats, and channels
• Monitor open rates, CTR, conversion, activation, engagement, retention, and churn, turning data into actionable insights
• Ensure communication governance, contact frequency management, and opt-in/opt-out control, ensuring compliance with privacy requirements and Brazil’s LGPD

• Ensure the performance, intelligence, and analytical evolution of the CRM operation by transforming data into business value through the development and management of data products, advanced analytics, dashboards, segmentation, and monitoring of multichannel campaigns
• Serve as a technical reference for the CRM team by sharing best practices, promoting continuous training, and supporting the advancement of data, platform, and KPI usage
• Lead strategic CRM projects involving automations, predictive models, advanced segmentation, data products, and initiatives aimed at evolving the operation
• Collaborate with Localiza Labs, Martech, Product, UX, and Data teams to enable the processes, integrations, data flows, and configurations required for CRM operations
• Contribute to improving customer metrics such as renewals, churn, new contracts, LTV, and engagement
• Propose, implement, and monitor A/B tests with statistical rigor
• Monitor customer journeys, campaigns, and CRM initiatives across email, push notifications, and WhatsApp, evaluating performance and proposing adjustments
• Plan and execute customer segmentation using SQL, cloud-based databases, behavioral data, and statistical analysis
• Turn analyses into executive and operational insights through dashboards, KPIs, and structured recommendations
• Perform advanced analyses to identify opportunities, risks, and performance drivers
• Develop, manage, and enhance data products for monitoring CRM operation KPIs, ensuring consistency, quality, and actionable insights

Customer Success Manager jobs in Brazil

Customer Success Analyst

Senior Customer Success Manager

Customer Success Intern

CRM Analyst (Mid-Level)