Associate Customer Success Manager

Accountabilities:

• • Support customers in understanding their desired business outcomes, challenges, KPIs, and opportunities, providing relevant recommendations to help them achieve measurable value.
  • Assist in developing and executing customer success roadmaps aligned with individual business objectives and priorities.
  • Drive product adoption, education, and usage across an assigned customer portfolio to help customers realize meaningful business outcomes.
  • Collaborate directly with customers to increase solution utilization, encourage long-term adoption, support retention, and create strong customer experiences.
  • Develop subject-matter expertise across assigned software solutions and confidently communicate and demonstrate their capabilities and business value.
  • Monitor and assess the business value being delivered to customers, identifying insights that can support renewal and future growth conversations.
  • Identify potential expansion opportunities and contribute to revenue growth by understanding evolving customer needs.
  • Evaluate customer health using customer success platforms such as Totango, assigning appropriate health scores and documenting the rationale behind assessments.
  • Bring actionable customer feedback, product insights, and recommendations to internal product teams.
  • Advocate for customer needs and issues across departments, ensuring appropriate stakeholders are engaged and informed.
  • Serve as an internal voice of the customer, communicating feedback and customer priorities effectively across the organization.
  • Support customer-facing activities such as onboarding, best-practice sessions, demonstrations, escalation calls, and other success initiatives.
  • Manage multiple customer priorities simultaneously while maintaining responsiveness, organization, and a strong sense of urgency.

  Requirements:

  • Bachelor’s degree or equivalent professional experience.
  • 0–3 years of experience in a customer-facing Customer Success or similar role.
  • Ability to learn software products quickly and communicate their functionality and value effectively through presentations, demonstrations, or hands-on environments.
  • Fluency in English, Spanish, and Portuguese, both written and spoken.
  • Strong customer orientation and a proactive, action-oriented mindset with a willingness to take ownership and do what it takes to achieve customer outcomes.
  • Strong sense of urgency and ability to respond quickly and effectively to customer and business needs.
  • Excellent attention to detail, organization, and ability to manage multiple priorities simultaneously.
  • Strong teamwork skills combined with the ability to work independently and take initiative.
  • Ability to manage different customer-facing activities throughout the day, including escalation calls, best-practice sessions, onboarding meetings, and other engagements.
  • Strong interpersonal and conflict-resolution skills, with the ability to handle customer service challenges professionally.
  • Ability to travel up to 25% domestically and regionally within the CALA region.
  • Preferred experience supporting product adoption and demonstrating measurable customer value.
  • Previous experience with renewals, professional services opportunities, or expansion conversations is an advantage.
  • Experience managing customers of different sizes and adapting engagement strategies to their needs.
  • Familiarity with Totango or other Customer Success platforms is a plus.
  • Experience in CCaaS, Customer Experience (CX) Automation, or enterprise software environments is preferred.
  • Experience with relevant enterprise CX software products is an advantage.
  • Successful completion of applicable background screening requirements.

  Benefits:

  • Fully remote position based in Brazil.
  • Full-time employment.
  • Opportunity to work with customers across the Caribbean and Latin America.
  • Up to 25% regional and domestic travel, offering exposure to diverse customer environments.
  • Exposure to enterprise software, Customer Success, CX Automation, product adoption, and customer value management.
  • Opportunities to develop product expertise, consulting capabilities, and customer relationship-management skills.
  • Collaborative environment with cross-functional and international teams.
  • Career development opportunities within a global technology environment.
  • The original posting does not specify a salary range or detailed Brazil-specific benefits.