*Please submit your CV in English only.Location: Remote – based near Sao Paolo, BrazilPOSITION PURPOSE/MISSION:As a Customer Success Manager, you serve as the vital connection between our company and ourcustomers. The primary goal of this role is to ensure that our clients reach their desired outcomesthrough the successful use and adoption of our software solutions. By cultivating trusted relationships, proactively guiding clients, and offering expert support, you directly contribute to their satisfaction, loyalty, and long-term success. This role is essential to ensuring that our customers see measurable value, continue their partnership with us, and are well-positioned to expand their use of our offerings.Your ability to manage customer expectations, resolve issues efficiently, and provide actionable insights will play a key part in building strong, ongoing relationships. This position also requires an in-depth understanding of SaaS solutions and insurance operations, as well as a collaborative mindset suited for working in a globally distributed, remote-first team environment.This role will have secondary responsibilities to assist with pre-sales activities including but not limited to: gather, understand and translate customer’s technical requirements, bridge communications between technical and non-technical teams, assist or conduct product demos, create technical documentation, assist or complete RFP’s, support FRISS’ implementation teams & other potential duties.DESCRIPTION OF ACTIVITIES AND RESPONSIBILITIES:Customer Relationship ManagementBuild and nurture strong, long-term relationships with customers by serving as their trustedadvisor. Regularly check in with key stakeholders to understand their experience and align onexpectations and needs.Proactive EngagementMaintain regular contact with customers through scheduled calls, emails, and success planningsessions. Ensure that their goals are defined and met, anticipate challenges, and proposeproactive solutions to maximize satisfaction.Performance MonitoringContinuously monitor customer usage, health scores, and performance data to assess how theproduct is delivering value. Use insights to identify areas of concern or opportunity andintervene early when needed.Product EnhancementsCollect feedback from customer interactions and communicate relevant insights to the productdevelopment team. Help inform future product enhancements by representing the voice of thecustomer.Renewals and UpsellingTake ownership of contract renewals, maintaining strong relationships that support ongoing engagement. Identify and pursue upsell opportunities where additional features or services can deliver added value to the customer.Customer TrainingSupport new customers during onboarding by guiding them through our processes and helping them become self-sufficient. Provide training and support to ensure they can use our software confidently and effectively.Internal CollaborationWork closely with the Professional Services & Sales team to ensure a seamless handover from pre-sale to post-sale. Provide background on customer expectations and align on strategy for long-term success. And other duties assigned.JOB SKILLS:Success in this role depends on both soft skills and the ability to operate effectively in a digital, globalenvironment.Must Haves:Insurance ExpertiseDeep subject matter expertise in Insurance is a non-negotiable for this role. The CSM must be able to communicate with clients in their native language (insurance), understand their needs and deliver consultative insights aligned with FRISS’ product valueLanguage SkillsThis role requires tri-lingual language skills:Native-level Portuguese to serve clients in Brazil; fluent in Spanish to serve clients throughout LATAM; and professional working level in English to communicate within FRISS.Nice to Haves:Customer Focus and EngagementYou are passionate about helping customers succeed, and you consistently strive to understandtheir needs and exceed their expectations.Business & Analytical InsightsYou understand how your customers operate and how to align our solutions with their businessobjectives. You are analytically inclined and can demonstrate FRISS’ value through storytellingand analytical insights.Technical ProficiencyYou are comfortable using CRM systems, customer success platforms, and other relevant SaaS tools to manage your workflow and customer data effectively. · Global Perspective You thrive in an international, remote-first work environment and can communicate and collaborate across geographies and cultures with ease.