Customer Success Manager | Talent Marketplace at Lago in Brazil, BR

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Job Title: Customer Success Manager

Location: Remote - Philippines, Eastern Europe, and Latin America

USD Salary: Negotiable based on experience

The Customer Success Manager (CSM) is responsible for ensuring that clients achieve their desired outcomes through the company's products or services, driving long-term retention, satisfaction, and account growth. This role builds deep, strategic relationships with customers - acting as a trusted advisor who proactively identifies risks, surfaces opportunities, and advocates for the customer internally. The CSM owns the post-sale customer relationship and is a key driver of net revenue retention (NRR).

Responsibilities:

• Manage a portfolio of client accounts, serving as their primary point of contact post-onboarding.

• Lead regular business reviews (QBRs/EBRs) to assess client health, review performance against goals, and align on strategy.

• Develop and execute customer success plans (CSPs) tailored to each client's objectives and growth trajectory.

• Monitor account health metrics (usage, engagement, NPS, support tickets) and proactively intervene when risk is detected.

• Drive product adoption and ensure clients are realizing maximum value from the solution.

• Identify expansion and upsell opportunities and partner with the sales team to close them.

• Manage renewals and negotiate contract extensions to maximize retention.

• Advocate for customer needs internally, collaborating with product, support, and sales teams.

• Onboard new clients effectively and ensure a smooth transition from sales to success.

• Collect and synthesize customer feedback to inform product roadmap and service improvements.

• 2–4 years of experience in customer success, account management, or client services.

• Proven track record of managing client relationships and driving retention and satisfaction.

• Strong communication, presentation, and interpersonal skills.

• Ability to manage a portfolio of accounts simultaneously with varying complexity.

• Data-driven approach - comfortable analyzing account health metrics and building success plans.

• Experience with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or

• similar).

• Proactive mindset with the ability to identify risk and opportunity early

Nice To Have:

• Experience in SaaS, ecommerce, or managed services customer success.

• Familiarity with customer health scoring models and early warning systems.

• Track record of hitting net revenue retention (NRR) and expansion targets.

• Experience conducting executive business reviews (EBRs) with C-level stakeholders.

• Background in an industry relevant to the company's customer base.

• Knowledge of product-led growth (PLG) and digital customer success strategies.

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