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Job description

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers receive great value from our service. As the Senior Customer Success Manager, you will be our customers’ trusted advisor and their voice within Nethone as well as the driving force in growing our (already quickly developing) business in Brazil. You will be responsible for both managing our largest accounts as well as for building out our Customer Success operations in Brazil.

Responsibilities

  • Be the primary point of contact for our customers
  • Support our customers in effectively using Nethone’s product, coordinating internal resources to troubleshoot and solve any arising issues
  • Manage customer on-boarding to ensure effective ramp up of our product usage
  • Perform in-depth analysis of the most productive ways our customers can utilize Nethone’s solution
  • Coordinate and conduct periodical business reviews for the largest customers
  • Collect customer feedback and work with Product Management to keep our product offering aligned with customer needs
  • Collaborate with our sales team to identify renewal concerns and cross/up-sell opportunities
  • Continuously manage customer issues and satisfaction

Job requirements

Requirements

  • 3+ years of customer success/account management experience within a high-tech b2b saas company (highly preferred)
  • Fluency in English and Portuguese 
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Excellent communication and presentation skills
  • Strong empathy for customers and passion for revenue and growth
  • Solid analytical and problem-solving skills
  • Experience in project management with a proven track record of successfully managing multiple projects to completion
  • Strong ownership, independence and ability to get things done


Nice-to-haves

  • Experience in eCommerce/FinTech/Payments/Fraud industry
  • Startup experience

Perks & benefits

Unique product
Make a difference. Take an opportunity to shape a new and innovative product and have a real impact on its success.
Self development
Focus on developing your skills, knowledge and awareness. Grow your career with us.
Social benefits
Set your schedule. Find more balance with flexible working hours and social package.
Casual atmosphere
Engage and have fun. Dress for your day. Our strongest asset is the power of teamwork.

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