CUSTOMER SUCCESS MANAGER

## About the Role As a Customer Success Manager at Wishpond Technologies, you will play a crucial role in driving the adoption and retention of customers in Brazil. Your primary focus will be on managing a high-volume book of business, leveraging automation, data, and proactive outreach to deliver value to customers. You will work closely with cross-functional teams to ensure customers achieve meaningful outcomes and stay engaged with the company.

The ideal candidate will have a strong operational mindset, be comfortable working with data, and have experience building or optimizing customer success playbooks and automation workflows. You will be expected to operate at scale, prioritizing accounts based on health, risk, and opportunity, and designing and executing scalable programs to drive engagement and retention.

Wishpond Technologies is committed to providing a comprehensive training program and regular performance reviews to facilitate your success. As a member of the customer success team, you will have the opportunity to work with a dynamic and diverse group of professionals who are passionate about delivering exceptional customer experiences.

## What You Will Do - Manage a high-volume book of SMB and mid-market accounts - Drive engagement through scaled touchpoints rather than manual check-ins - Prioritize accounts based on health, risk, and opportunity - Ensure customers launch successfully and reach early time-to-value - Monitor usage and proactively intervene when accounts stall - Partner with onboarding to ensure smooth, consistent handoffs - Design and execute scalable programs such as email sequences, webinars, and in-app engagement flows - Build repeatable playbooks for onboarding, adoption, and renewal - Continuously improve processes to support more customers efficiently - Identify at-risk accounts early using health signals - Take proactive action to reduce churn and improve customer outcomes - Support renewal motions through ongoing engagement and value reinforcement - Use tools like Vitally, Intercom, and CRM data to manage your book - Track key KPIs including adoption, engagement, churn risk, and retention

## What We Are Looking For - 2-4 years of experience in Customer Success, Account Management, or a similar customer-facing role - Experience managing a high-volume book of business - Strong operational mindset - Comfortable working with data and identifying trends - Familiarity with tools like Vitally, Intercom, HubSpot, or Salesforce - Experience building or optimizing CS playbooks and automation workflows - Proactive communicator with strong organizational skills - Able to balance speed, quality, and scale - As part of a diverse team, the ability to work both independently and collaboratively - Must be technical, analytical, results-driven, and have the ability to multitask in a fast-paced environment - Organized, administratively strong, and have solid writing, phone, and general communication skills - Fluent in English (spoken and written)

## Nice to Have - Knowledge of a second language - Experience working in a SaaS or B2B tech environment - Familiarity with sales and marketing automation tools - Certification in customer success or a related field

## Benefits and Perks - Comprehensive training program and regular performance reviews - Competitive compensation based on experience and proven abilities - Great referral programs with incentives and bonuses - Unbelievable product discounts when you use our products for your own business - A global workforce with opportunities for collaboration and growth - Flexible working hours and remote work options - Access to the latest tools and technologies - Ongoing professional development and career advancement opportunities

- To stand out in your application, be sure to highlight your experience with CRM tools like HubSpot and Salesforce, and provide specific examples of how you've used data to drive customer success in previous roles.

• Showcase your ability to work collaboratively in a remote environment by emphasizing your strong communication and organizational skills.
• When preparing for your interview, be ready to discuss your approach to building and executing scalable customer success programs, and provide examples of how you've measured the success of these programs in the past.
• Don't be afraid to ask about the company culture and values during the interview process, as this will give you valuable insight into whether you'll be a good fit for the team.
• If you're new to the customer success field, consider taking online courses or earning certifications to improve your skills and increase your chances of being hired.
• Be prepared to provide specific examples of how you've handled difficult customer situations in the past, and how you've used proactive communication to resolve issues and improve customer outcomes.