Customer Success Account Manager

Há 2 dias

Rio de Janeiro, Brasil Cambly Tempo inteiro

**Job Title**: Customer Success Account Manager (Brazil)
**Location**: Brazil (hybrid)
**Team**: B2B - Customer Success & Account Management

**About Cambly**:
Cambly is a fast-growing EdTech company on a mission to make English learning accessible to students around the world through live, one-on-one conversations with native speakers. As we expand our B2B footprint in Brazil, we’re looking for a **Customer Success Account Manager (CSAM)** to own the full post-sales experience—from onboarding and platform engagement to account renewals and upsells.

This is a **hybrid role** that combines Customer Success and Account Management responsibilities to provide strategic and hands-on support for a portfolio of B2B clients in Brazil.

**Why This Role?**:
We’re combining CS + AM functions in select markets like Brazil due to:

- A relatively small and manageable customer base
- Low deal complexity
- Budget and resource efficiency

This role is ideal for someone who thrives in a fast-paced, client-facing environment and wants end-to-end ownership of client success and retention.

**What You’ll Do**:

- ** Guide onboarding and adoption**: Lead platform setup for admins and learners to ensure a quick time-to-value.
- **
Account segmentation and strategy**: Segment accounts by revenue potential and create targeted engagement strategies.
- **
Drive engagement and outcomes**: Monitor usage, conduct quarterly business reviews, celebrate learner milestones, and ensure platform value is being realized.
- **
Support and communication**: Be the go-to contact for admin requests and ensure timely, solution-oriented support.
- **
Monitor account health**: Provide regular usage and performance reports to support internal advocacy within client organizations.
- **
Satisfaction tracking**: Run student and admin satisfaction surveys to collect feedback and inform future improvements.
- **
Renewals and upsells**: Own renewal conversations and identify opportunities for account growth through upsells.
- **
CRM management**: Keep HubSpot and internal CRM tools updated with accurate client data, engagement activities, and renewal forecasts.
- **
Performance tracking**: Track and report against key KPIs such as platform utilization, satisfaction, renewal rates, and upsell performance.

**What We’re Looking For**:

- 2-4 years of experience in **Customer Success and/or Account Management**, with a strong track record of **client retention** and **renewal success** in a B2B setting.
- Demonstrated ability to **articulate product value**, manage account health, and lead strategic client conversations.
- Comfortable with **data analysis**, CRM hygiene, and using metrics to drive decisions.
- Skilled in **presenting to stakeholders**, conducting QBRs, and managing multiple accounts in a structured way.
- Fluent in **Portuguese** and **proficient in English** (spoken and written).
- Highly **organized, proactive, and client-centric**.
- Must be **based in Brazil** and familiar with the local business and education landscape.

**Why Cambly?**:

- A global, mission-driven team making a meaningful impact on learners worldwide
- Pre-IPO company with high growth and equity opportunities
- Ownership and autonomy in a cross-functional, collaborative culture
- Chance to grow your career with a company expanding its B2B presence in Brazil

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