Associate Customer Success Manager

Associate Customer Success Manager

This is an early-career Customer Success role focused on helping customers achieve measurable value from enterprise software solutions. You will work with customers across the CALA region, supporting adoption, education, retention, and long-term success. The role combines relationship management, product enablement, business consulting, and customer advocacy. You will help understand customer goals and KPIs, build success roadmaps, and identify opportunities to increase product usage. Working closely with internal teams, you will bring customer feedback and business needs into product and organizational decisions. The position offers exposure to a diverse portfolio of customers and a fast-paced, collaborative global environment. It is a remote, full-time opportunity with regional travel of up to 25%.

Accountabilities:

• Support customers in understanding their desired business outcomes, challenges, KPIs, and opportunities, providing relevant recommendations to help them achieve measurable value.
• Assist in developing and executing customer success roadmaps aligned with individual business objectives and priorities.
• Drive product adoption, education, and usage across an assigned customer portfolio to help customers realize meaningful business outcomes.
• Collaborate directly with customers to increase solution utilization, encourage long-term adoption, support retention, and create strong customer experiences.
• Develop subject-matter expertise across assigned software solutions and confidently communicate and demonstrate their capabilities and business value.
• Monitor and assess the business value being delivered to customers, identifying insights that can support renewal and future growth conversations.
• Identify potential expansion opportunities and contribute to revenue growth by understanding evolving customer needs.
• Evaluate customer health using customer success platforms such as Totango, assigning appropriate health scores and documenting the rationale behind assessments.
• Bring actionable customer feedback, product insights, and recommendations to internal product teams.
• Advocate for customer needs and issues across departments, ensuring appropriate stakeholders are engaged and informed.
• Serve as an internal voice of the customer, communicating feedback and customer priorities effectively across the organization.
• Support customer-facing activities such as onboarding, best-practice sessions, demonstrations, escalation calls, and other success initiatives.
• Manage multiple customer priorities simultaneously while maintaining responsiveness, organization, and a strong sense of urgency.

Requirements:

• Bachelor's degree or equivalent professional experience.
• 0–3 years of experience in a customer-facing Customer Success or similar role.
• Ability to learn software products quickly and communicate their functionality and value effectively through presentations, demonstrations, or hands-on environments.
• Fluency in English, Spanish, and Portuguese, both written and spoken.
• Strong customer orientation and a proactive, action-oriented mindset with a willingness to take ownership and do what it takes to achieve customer outcomes.
• Strong sense of urgency and ability to respond quickly and effectively to customer and business needs.
• Excellent attention to detail, organization, and ability to manage multiple priorities simultaneously.
• Strong teamwork skills combined with the ability to work independently and take initiative.
• Ability to manage different customer-facing activities throughout the day, including escalation calls, best-practice sessions, onboarding meetings, and other engagements.
• Strong interpersonal and conflict-resolution skills, with the ability to handle customer service challenges professionally.
• Ability to travel up to 25% domestically and regionally within the CALA region.
• Preferred experience supporting product adoption and demonstrating measurable customer value.
• Previous experience with renewals, professional services opportunities, or expansion conversations is an advantage.
• Experience managing customers of different sizes and adapting engagement strategies to their needs.
• Familiarity with Totango or other Customer Success platforms is a plus.
• Experience in CCaaS, Customer Experience (CX) Automation, or enterprise software environments is preferred.
• Experience with relevant enterprise CX software products is an advantage.
• Successful completion of applicable background screening requirements.

Benefits:

• Fully remote position based in Brazil.
• Full-time employment.
• Opportunity to work with customers across the Caribbean and Latin America.
• Up to 25% regional and domestic travel, offering exposure to diverse customer environments.
• Exposure to enterprise software, Customer Success, CX Automation, product adoption, and customer value management.
• Opportunities to develop product expertise, consulting capabilities, and customer relationship-management skills.
• Collaborative environment with cross-functional and international teams.
• Career development opportunities within a global technology environment.
• The original posting does not specify a salary range or detailed Brazil-specific benefits.