Client Success Manager

Overview Client Success Manager - Marketing Research (CSM Consultant) Sao Paulo, Brazil (Hybrid) About us / Introduction: As a Customer Success Manager, you’ll be the trusted advisor and primary point of contact for our client’s post-sale. You will ensure they derive maximum value from our end-to-end market research platform Toluna Start, facilitate onboarding and training, proactively manage relationships, and drive renewals and upsells. You will need to understand the research and data ecosystem, be comfortable working with a range of stakeholders, and be passionate about delivering a great customer experience. You will primarily focus on the fast-growing LATAM market. Responsibilities Client onboarding, training & support: Lead seamless onboarding processes, ensuring clients are set up for long-term success and adoption of Toluna Start platform. Conduct training sessions, webinars, and check-ins to ensure users are confident and efficient in using the platform. Provide on-going account support for end-clients using Toluna Start in “do it yourself”. Platform Expertise: Become an expert of Toluna Start platform, and guide clients on best practices and new use cases. Account management: Maintain and grow relationships with a portfolio of strategic accounts. Monitor account growth with goal of increasing credit spending and platform usage. Proactively contact & train clients on new products / enhancements. Monitor client health, identify risks early, and proactively take action to resolve issues that may lead to churn. Routinely review client’s programming to ensure best practices are met and implemented. Cross-functional Collaboration: Work closely with the research, sales, product, client service and support teams to deliver cohesive and high-value client experience. Be the voice of the customer: gather client feedback and share insights with the product team to help shape the platform's roadmap and user experience. Your Profile : 3-4 years of experience in a customer success, account management, or consulting role, ideally in B2B SaaS or a research / data platform. Native Portuguese speaker required with excellent English proficiency (both written and spoken) to ensure effective communication in an international environment. Spanish is a plus. Excellent communication, presentation, and stakeholder management skills. Demonstrates patience and willingness to help clients learn and develop together. Comfortable working across multiple levels in their key accounts, from day-to-day user to C-level. Proven success managing and growing complex client relationships. Highly organized with a proactive mindset and strong problem-solving skills. Good understanding of research, data analytics, or insights-driven decision-making processes. Knowledge of data visualization or Power BI is a plus. Please submit your CV in English Our Values A ctingwithOwnership-Demonstratingindividualaccountability B ringingaforwardmindset-Beingaction-oriented,boldandentrepreneurial C ollaboratingwithCuriosity-Exhibitingteamworkthroughtogetherness D iscussingopenly,committingjointly-Sharingyourviewsopenly E mbracingempathy-Beingegoless&caring What we Offer AtToluna,we’reallaboutcreatingawelcoming,diverseworkplacewhereeveryonecanthrive.Weoffercompetitivepay,greatbenefits,andplentyofopportunitiestogrowwithinourglobalteam.Inclusionandrespectareattheheartofwhatwedo.Ourcommunityconnectsover72millionpeopleacross70countries.Ifyou’repassionateaboutmakinganimpact,we’dlovetohaveyouonboard. Other benefits Healthcare, Dental care, life insurance, meal voucher, transportation voucher and language class subsidy. Joinourglobalteam.Wewelcomebigthinkingandrewardgreatwork. #J-18808-Ljbffr