Global Customer Success Partner

Customer Success Manager Job Description About Us We are a leading PRM (Partner Relationship Management) SaaS platform that helps businesses scale with partners. Our goal is to power secure partner portals that drive adoption, collaboration, and revenue. Job Overview We are looking for a Customer Success Manager based in Brazil to own a portfolio of international customers. Your primary focus will be on outcomes such as retention, expansion, adoption, and advocacy. You will work closely with leadership to set clear goals and co-create practical plans (onboarding/time-to-value, adoption plans, save plans). As a solution engineer, you will translate business problems and use cases into pragmatic portal solutions that deliver measurable value. You will have the autonomy to try approaches that work for your customers and regular coaching to help you make it happen. Key Responsibilities: Own a customer book and deliver on GRR, NRR, adoption, and NPS targets Co-create and run onboarding/time-to-value and adoption plans using templates, playbooks, and your ideas, iterate using data and customer feedback Lead EBRs, multi-thread stakeholders, and manage renewals/expansions with clear next steps Monitor health signals and usage, identify risks early and execute save plans Lead discovery to understand business use cases and pain points, design portal configurations and workflows that solve them, and clearly document and present the solution to customers Translate business goals into clear requirements and coordinate with Support, Product, and Services Capture learnings, improve playbooks, and contribute voice-of-customer insights to the roadmap Requirements: Fluent English (written and spoken); confident facilitating executive meetings and EBRs Years of experience in SaaS Customer Success or adjacent roles (consulting, account management, product enablement) with measurable renewal/adoption results Solution engineering capability in a SaaS environment, able to run discovery, map requirements to portal capabilities, design configurations and workflows, explain trade offs, and handle live product Q&A with customers You've contributed to or improved an onboarding/TTV plan, save play, or EBR narrative Comfort balancing autonomy and coaching, able to propose approaches, accept feedback, and refine quickly Strong stakeholder management and clear written communication Analytical skills (spreadsheets/BI) to interpret product usage, set KPIs, and make data-backed decisions Familiarity with PRM/CRM concepts (partner onboarding, deal registration, content/enablement workflows) Preferred Qualifications: Experience with PRM, CRM, or portal products (e.g., Salesforce, HubSpot) Exposure to global SaaS motions (serving North America/EMEA) Technically self-sufficient in a SaaS environment, able to run live module demos, handle product Q&A, and perform light configuration or troubleshooting during customer calls Working grasp of web and SaaS fundamentals, for example and JSON basics, user roles and permissions, data mapping, environments Conceptual understanding of SSO standards such as SAML or OIDC Comfort mapping data between PRM and CRM, managing CSV imports and exports, and validating data quality during onboarding and expansion Ability to translate business goals into configurations or clear technical tickets and partner effectively with Support and Product What We Offer: Market-aligned compensation with outcome-based variable tied to GRR/NRR Autonomy within established guardrails to test approaches and iterate with data High visibility with leadership and direct impact on customer outcomes Structured feedback, documented playbooks, and opportunities to present learnings How to Apply: Submit your CV in English, and one paragraph describing how you would approach the first 60 days after a new client's go-live in a PRM or partner-portal context, include your assumptions, your definition of time-to-first-value, the key milestones you would drive, and how you would measure progress. ],