Customer Success Manager

4 semanas atrás

São Paulo, São Paulo, Brasil BitKernel Tempo inteiro

About our Company

BitKernel is a tech-driven company specializing in streaming platforms for long-form video content. We provide secure end-to-end enterprise solutions tailored to the video industry.

Our mission is to deliver comprehensive video streaming SaaS solutions that meet the needs of a diverse range of stakeholders—including operators, media suppliers, channel distributors, and content creators—across both market and operational demands.

About the Job

We are looking for an experienced professional with strong technical expertise, a client-centric mindset, adaptability, and a proven track record in operations to lead our Customer Success strategy.

As a key member of our strategic team, you will serve as a trusted partner for our product portfolio (OTT, SaaS), ensuring an added value experience to clients worldwide throughout critical stages of the customer lifecycle.

What You'll Be Doing

  • Collaborate across departments to streamline processes and enhance interdepartmental communication.
  • Provide operational support to the Customer Success team.
  • Develop and implement best practices for Customer Success.
  • Create, maintain, and update documentation for Customer Success processes, procedures, and programs.
  • Export, analyze, and interpret data to generate actionable insights and summaries.
  • Ensure the accurate, efficient, and effective execution of Customer Success initiatives.
  • Manage assigned customer accounts, oversee new product adoption, and implement strategies to reduce churn while increasing customer lifetime value.
  • Work closely with the Sales team to ensure timely renewals and identify opportunities for account expansion.
  • Monitor customer usage patterns and proactively recommend additional products or services that align with their needs and goals.
  • Facilitate seamless customer onboarding by providing guidance on best practices, course setups, and new tools and features.
  • Act as the voice of the customer within the organization by advocating for their needs, sharing feedback to product teams, and collaborating with internal teams to resolve concerns and deliver effective solutions.

What we're looking for

  • 5+ years of experience in CSM & CS Ops (must-have).
  • Proven experience in managing multiple projects simultaneously for diverse target markets.
  • Educational background in Engineering, Business, Marketing, or Communication. A master's degree or postgraduate studies related to the role are a big plus.
  • Prior experience in tech-driven companies or projects (e.g., OTT, Cloud, Blockchain, E-commerce, Fintech, Media, Streaming).
  • Experience in SaaS companies/solutions is a major advantage.
  • Strong skills in communication, strategic planning, and project management (PMI certification is a significant plus).
  • Advanced English (mandatory) and advanced Spanish (nice to have).
  • A data-driven mindset, with proven experience analyzing data across the entire customer lifecycle.
  • Ability to strategically guide customers toward best practices and long-term success.
  • Proven experience working cross-functionally on Go-to-Market processes.
  • Demonstrated experience in improving workflows and operational processes.
  • Willingness to travel internationally (15–20 days per year).

Join with us

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