Customer Success Manager – Senior

🔥 3 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Pulsus

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

🔐 Security

Enterprise • Security • Software

Pulsus is an innovative solution provider specializing in Mobile Device Management (MDM) and Enterprise Mobility Management (EMM). The company offers powerful tools to automate and simplify the management of corporate mobile devices, ensuring data security, operational efficiency, and heightened productivity for businesses. With certifications like Android Enterprise Recommended, Pulsus stands out in the market by delivering robust security measures and compliance with corporate policies, thereby supporting companies in their digital transformation journey.

📋 Description

• Manage and monetize a portfolio of strategic clients (Tier 1 / Key Accounts), acting as the primary point of contact for relationship management and commercial negotiations • Identify and map expansion opportunities (upsell and cross-sell), driving the negotiation cycle through to close to grow MRR • Directly own targets for Net MRR Expansion, MRR Expansion, revenue retention and mitigation of MRR churn • Monitor account health and engagement/usage metrics to anticipate cancellation risks and identify commercial opportunities • Lead contract monitoring, renegotiation and renewal for long-term agreements, ensuring margin preservation and customer satisfaction • Handle difficult conversations, align expectations and conduct high-level negotiations with a consultative approach and business acumen • Conduct Executive Business Reviews (EBRs) / Quarterly Business Reviews (QBRs) to demonstrate the ROI delivered by Pulsus and build expansion plans • Map customer organization charts to identify decision-makers, influencers and strategic sponsors (multi-threading) • Collaborate with Sales/Pre-sales, Support and Product teams to enable customized deliveries or complex expansions • Contribute to the evolution of the CS team's expansion and negotiation playbook by sharing best practices

🎯 Requirements

• Strong experience in Account Management or CS Hunter/Sales, managing B2B enterprise/strategic portfolios • Proven track record of revenue expansion (upsell/cross-sell) and generating new business within existing accounts • Proficiency in consultative selling and B2B negotiation, including SPIN Selling, Challenger Sales, MEDDIC or similar frameworks • Ability to negotiate with C-level executives, Directors and IT/Operations Managers and to overcome complex objections • Practical command of SaaS metrics: Net MRR Expansion, MRR Churn, Logo Churn, NRR, GRR and LTV • Ability to translate a product's technical impact into financial/strategic value and to demonstrate ROI in EBRs/QBRs • Excellent interpersonal skills and proficiency in multi-threading • Comfortable mapping organization charts and building relationships with key stakeholders, decision-makers and sponsors • Hands-on experience with complex contract renewals, price adjustments, scope renegotiations and commercial clauses • Nice to have: experience with Customer Success platforms such as SenseData, Gainsight or CustomerX • Nice to have: experience with CRMs such as Salesforce, HubSpot, Pipefy or Pipedrive • Nice to have: knowledge of B2B SaaS, MDM, Android Enterprise or corporate mobility/IT • Nice to have: certifications or advanced courses in B2B sales, executive negotiation or Account Management • Nice to have: familiarity with agile methodologies or schedule management • Responsibility, commitment, ethics, a desire to learn, openness to change and a strong results focus

🏖️ Benefits

• Meal/Food allowance in partnership with iFood Benefícios • iFood Club with no monthly fee • Health plan: SulAmérica - Clássico Apartamento or Especial 100 R1 • Health plan: Unimed Unimax - Privativo or Semiprivativo • Dental plan: SulAmérica or Bradesco Odonto • Life insurance • Profit Sharing (PPR) based on company target achievement • Birthday day off • Wellhub (Gympass): platform for gyms and health & wellness apps • Starbem: platform with health and wellness partners offering online consultations with psychologists, nutritionists and doctors • Various discounts and perks through iFood Benefícios partners, including points accumulation in the Vale Bônus app, discounts at pharmacies, cinemas, online courses and travel