Senior Customer Success Manager at Trulioo responsible for customer success and revenue growth. Engage with high - profile clients in digital identity verification market and manage strategic relationships.
About the role
- Customer Success Manager working with clients in SaaS and ERP systems. Focused on retention, satisfaction, and revenue growth for ACOM Sistemas.
Responsibilities
- Manage the strategic client portfolio, ensuring adoption, retention, satisfaction, and revenue expansion in SaaS environments and complex ERP systems;
- Serve as the primary client point of contact, managing the full customer journey from onboarding, adoption, and product usage growth to contract renewals, ensuring continuous value delivery to the client's business;
- Conduct follow-up meetings and strategic reviews (QBRs/Business Reviews), analyze performance indicators, and identify opportunities for improvement, process optimization, and increased platform adoption;
- Work consultatively and data-driven, monitoring Customer Success metrics such as NPS, churn rate, revenue retention, account health score, engagement, and product adoption;
- Perform incident analyses, system behavior reviews, and root cause investigations, collaborating with Support, Product, and Technology teams to ensure efficient issue resolution and continuous improvement of the customer experience;
- Be the voice of the customer within the organization, structuring feedback and insights for Product, Operations, and Technology teams to contribute to platform evolution and reduce recurring incidents;
- Identify opportunities for account expansion and growth, partnering with Sales to develop upsell, cross-sell, module expansion, license increases, or integration strategies;
- Ensure structured management of requests and client relationships through SLA monitoring, follow-up management, alignment with partners and internal teams, and structured recording of interactions in support tools and CRM.
Requirements
- Experience in Customer Success or Client Management in SaaS;
- Experience managing a B2B client portfolio;
- Analysis of Customer Success metrics (churn, NPS, retention, health score);
- Proficient in Microsoft Office and data analysis;
- Experience with system integrations via APIs and file transfers;
- Experience analyzing transactions, logs, and system behavior;
- Experience with ERP or enterprise management systems;
- Knowledge of retail tax and financial processes;
- Experience with ERP systems for the Food Service segment;
- Experience integrating with POS (point-of-sale) systems;
- Experience working in complex SaaS environments;
- Experience with the customer journey and product adoption strategies;
- Familiarity with customer support management platforms (Movidesk, Zendesk, or similar);
- Experience with CRM and customer management tools.
Benefits
- Happy Day on your birthday — one day off to take care of yourself;
- Company social events;
- Emotional well-being check-ins;
- Workplace exercise/stretching sessions;
- Emotional wellness program.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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