About the Role
You will manage VAAS's largest customer accounts and high-impact projects. You will lead simple- and medium-complexity software implementations, drive platform adoption, monitor account health, and build success plans to prevent churn. You will partner with the Account Manager on retention, expansion, and lead-generation goals, conduct executive reviews, visit customer leaders, and improve Customer Success playbooks.
Requirements
•5+ years of Customer Success or Account Management experience in B2B SaaS
•Demonstrated results reducing churn and generating account expansion
•Knowledge of portfolio metrics including churn, GRR, and NRR
•Ability to demonstrate customer ROI
•Experience managing relationships with customer executives and senior leadership
•Experience implementing B2B software, including workflows, configurations, and integrations
•Ability to maintain accurate account, health-score, and customer-history records
•Clear and confident communication in results meetings and difficult customer conversations
•Availability to visit customers in São Paulo and travel to other Brazilian states
Responsibilities
•Understand the business model, customer lifecycle, and compliance, fraud, and credit use cases
•Manage strategic customer accounts and maintain an account success plan
•Identify risks early and prevent customer churn
•Lead simple- and medium-complexity implementations from kickoff through go-live
•Monitor platform usage and account health scores
•Run follow-up meetings and train users
•Identify and qualify expansion leads within customer accounts with the Account Manager
•Conduct periodic executive reviews and manage executive customer relationships
•Visit customer leadership in São Paulo and other states
•Improve implementation, adoption, and health-score playbooks
•Mentor junior and mid-level Customer Success Managers
•Deliver structured customer feedback to the Product team
Benefits
•30 days of paid leave after one year
•Caju allowance for meals and transportation for hybrid or onsite employees
•Wellhub
•Conexa telemedicine and Psicologia Viva
•Two monthly nutritionist consultations
•Two monthly psychologist consultations
•Discounted general practitioner and specialist telemedicine appointments
•Dasa exam discounts of more than 15%
•Pague Menos pharmacy discounts of 20% to 30%
•Free parking
•Birthday month day off
•VAAS-paid costs for customer visits and travel
Hiring Process
Application → screening → HR cultural-fit conversation → technical interview with managers → final interview with leadership → offer
