Analyst managing lifecycle marketing and CRM strategies at Afya, transforming health education. Working in a hybrid role focused on user engagement and retention.
About the role
- Customer Success Manager focusing on guiding clients through adoption and renewal phases. Collaborating with engineering teams to ensure successful implementations of AI-driven solutions in diverse client environments.
Responsibilities
- Own and manage a portfolio of accounts across SMB, mid-market, and Fortune 500 customers.
- Partner with Forward Deployed Engineers to oversee onboarding and implementation, ensuring a seamless handoff and successful deployment.
- Guide customers through the entire lifecycle - from onboarding to renewal - driving adoption, value realization, and long-term outcomes.
- Serve as the primary point of contact, building relationships with both end-users and executive stakeholders.
- Monitor account health, proactively addressing risks while identifying upsell and cross-sell opportunities.
- Partner with Sales and Product teams to share customer feedback, influence the roadmap, and support expansion.
- Deliver tailored business reviews, training sessions, and success plans to maximize customer value.
- Leverage AI-forward products and solutions to redefine CS processes
- Develop playbooks and best practices that scale across accounts and industries.
Requirements
- 3-6 years of Customer Success, Account Management, or related client-facing experience in SaaS.
- Strong understanding of GTM workflows (sales, enablement, or revenue operations experience is a plus).
- Demonstrated ability to work with a mix of customers, from small accounts to global enterprises.
- Excellent communication and executive presence, with the ability to engage senior stakeholders.
- Proven track record of guiding customers through onboarding, adoption, and renewal.
- Data-driven, with the ability to track customer health and translate insights into actions.
- Collaborative mindset with experience working cross-functionally, particularly with technical implementation teams.
- Bachelor’s degree or equivalent experience.
Benefits
- Competitive salary, ranging from $170k to $190k depending on title and experience
- Comprehensive benefits package
- Sustainable work culture that values focused work and professional growth
- Collaborative environment with experienced engineers solving cutting-edge challenges
- In-office culture in NYC with flexibility for work-life balance
- Opportunity to create measurable, real-world impact from day one
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