About the Role
This is a unique opportunity to become a key player in driving client success and growth. As a Customer Success Account Manager, you will be responsible for owning the full post-sales experience, from onboarding and platform engagement to account renewals and upsells.
The ideal candidate will have 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. They will be able to articulate product value, manage account health, and lead strategic client conversations.
* Key Responsibilities:
o Guide onboarding and adoption by leading platform setup for admins and learners to ensure a quick time-to-value.
o Account segmentation and strategy by segmenting accounts by revenue potential and creating targeted engagement strategies.
o Drive engagement and outcomes by monitoring usage, conducting quarterly business reviews, celebrating learner milestones, and ensuring platform value is being realized.
o Support and communication by being the go-to contact for admin requests and ensuring timely, solution-oriented support.
o Monitor account health by providing regular usage and performance reports to support internal advocacy within client organizations.
o Satisfaction tracking by running student and admin satisfaction surveys to collect feedback and inform future improvements.
o Renewals and upsells by owning renewal conversations and identifying opportunities for account growth through upsells.
o CRM management by keeping HubSpot and internal CRM tools updated with accurate client data, engagement activities, and renewal forecasts.
o Performance tracking by tracking and reporting against key KPIs such as platform utilization, satisfaction, renewal rates, and upsell performance.
What We're Looking For
* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Able to work independently and as part of a team.
* Familiarity with the local business and education landscape.
* Fluent in Portuguese and proficient in English (spoken and written).
* Highly organized, proactive, and client-centric.
Why This Role?
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. The ideal candidate will be comfortable with data analysis, CRM hygiene, and using metrics to drive decisions.
Benefits
We offer a dynamic and supportive work environment that allows for personal and professional growth. As a member of our team, you will have the opportunity to work with a global, mission-driven organization making a meaningful impact on learners worldwide.
Others
We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional client experiences and growing your career in a rapidly expanding industry, we encourage you to apply for this exciting opportunity.