SR CSM - Customer Success Manager

About Us 👋
Founded in 2017, our mission is to help businesses—both small and large—save time and money through a time-tracking system that enables efficient workforce and activity management. Our solution also streamlines payroll processing for some of Brazil's largest companies.

> Get to know us better on our website https://day.io/<

What It’s Like to Be a Customer Success Manager at Oitchau 💻

As a CSM, you play a key role in ensuring that our clients have an outstanding experience and achieve success throughout every stage of their journey with us. You’ll serve as the strategic link between our clients and internal teams, driving positive impact, building strong relationships, and ensuring our products and services continuously deliver value.

Key Responsibilities 🚀

• Client Portfolio Management: Manage a diverse portfolio of Enterprise clients.

• Engagement Strategies: Develop, implement, and enhance playbooks to maximize engagement throughout the customer lifecycle.

• Growth Opportunities: Identify, create, and close upsell and cross-sell opportunities aligned with customer needs and goals.

• Conflict Management: Proactively resolve conflicts and issues by collaborating with internal teams, including Sales, Product, and Support.

• Executive Business Reviews (EBRs): Lead strategic meetings with clients, highlighting the economic value and positive impact of our solutions.

• Churn Reduction & Loyalty: Develop proactive strategies to reduce churn, increase customer loyalty, and drive deeper engagement.

• Product Adoption: Implement targeted actions to improve product adoption and customer success metrics.

• Product Team Collaboration: Work closely with the Product team, relaying client feedback and prioritizing needs to continuously enhance the user experience and value.

• Product Expertise: Become a product expert to train, empower, and support clients in getting the most out of our solutions.

• Mandatory Requirements 🎯

  • Advanced English proficiency;

  • Relevant experience as a B2B Customer Success Manager in a SaaS environment;

  • Experience managing large (Enterprise) accounts;

  • Availability for a hybrid work model in São Paulo;

  • Previous experience with time-tracking solutions or HRTechs (a plus);

  • Experience using Customer Success tools (e.g., HubSpot, Sensedata, etc.).