Hybrid Team Manager – Customer Success

at Cortex

• Job title: Team Manager – Customer Success
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL, Tableau
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Team Manager overseeing Customer Success for mid-market clients, ensuring scalable and efficient experiences with strategic leadership. Collaborating across teams to drive engagement and retention with data-driven decisions.

Responsibilities

• Lead the Customer Success team responsible for mid-market and high-volume accounts, ensuring a scalable, efficient, and value-driven customer journey;
• Build and maintain strategic relationships with sponsors and client leaders within your portfolio, managing an executive engagement cadence (QBRs, check-ins, business reviews, etc.);
• Map, implement, and evolve tools and integrations that support automation of the customer journey (automated emails, in-app flows, alerts, health scores, etc.);
• Analyze key metrics (NRR, churn, adoption, engagement, feature usage) and adjust strategies with a focus on efficiency and scaled impact;
• Develop segmentation and mass-personalization strategies based on behavioral and profile data;
• Partner with Marketing, Sales, Product, and Support to ensure consistency and a seamless customer experience across the entire journey;
• Lead team performance rituals focused on productivity, operational efficiency, and retention outcomes;
• Contribute strategic vision for sustainable customer base growth by designing mechanisms for scale and continuous engagement.

Requirements

• Bachelor's degree (postgraduate degree or MBA is a plus);
• Previous experience leading Customer Success teams or related areas in high-scale operations, focused on B2B mid-market clients (Commercial/SMB);
• Experience managing executive relationships with Marketing and/or Sales leaders, with a proven track record of conducting QBRs and strategic conversations with C-level executives;
• Hands-on experience with automation and CRM tools (e.g., Salesforce, HubSpot), CS platforms (e.g., Gainsight, Totango), and automated communication systems;
• Analytical capability to monitor health metrics, churn, adoption, engagement, and expansion — proficiency with tools such as Power BI, Tableau, advanced Excel, or basic SQL;
• Ability to design and evolve service playbooks and customer journeys based on customer segmentation and behavior;
• Clear, empathetic, and results-oriented communication, with experience leading consultative teams, including in automated, high-scale operations.

Benefits

• Meal and food vouchers (Vale Refeição and Vale Alimentação);
• Gympass/TotalPass;
• Vittude (mental health support);
• Home-office allowance;
• Health plan and dental plan (dental is optional);
• Childcare assistance (up to the child's 6th birthday);
• Extended maternity, paternity, and adoptive leave (#allfamiliesmatter);
• Life insurance;
• Birthday Day Off (one day off to take on your birthday or during your birthday month);
• Family Day (one day off for parents to take between May and August);
• Mental Break (one consecutive week off in December to rest and recharge).