Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- Customer Success Manager responsible for leveraging AI to drive technology adoption and client success in Brazil for Zendesk. Engage with clients to maximize value realization and strengthen partnerships.
Responsibilities
- Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from onboarding and outcome realization to renewal
- Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
- Design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
- Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
- Apply your technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration
- Identify commercial opportunities within your accounts by maintaining commercial acumen—spotting whitespace for expansion, leading renewals based on demonstrated business impact, and driving revenue growth through strategic engagement
- Build strategic partnerships with customers by operating as a trusted advisor
Requirements
- Must have a minimum of 5+ years of related experience in Customer Success / Experience
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
- Bachelor’s degree in a relevant field (Business, Engineering, Computer Science, or similar)
- Experience supporting and driving adoption of SaaS or AI-powered solutions in customer-facing roles
- Ability to influence stakeholders at all organizational levels, both internally and externally
- Proficiency with customer success tools (e.g., Gainsight) and basic quantitative analysis
- Strong program/project management and multitasking skills
Benefits
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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