Customer Success Manager – Senior

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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 customers (Tier 1 / Key Accounts), acting as the primary point of contact for relationship management and commercial negotiations • Proactively identify and map expansion opportunities (upsell and cross-sell), driving the negotiation cycle through to close to accelerate MRR growth • Own targets for Net MRR Expansion, MRR Expansion, revenue retention, and mitigation of MRR churn • Monitor customer health and engagement/usage indicators to anticipate cancellation risks and identify commercial opportunities • Lead contract follow-ups, renegotiations, and renewals of long-term contracts, ensuring margins and customer satisfaction • Conduct difficult conversations, align expectations, and lead high-level negotiations with C-level executives using a consultative approach and business perspective • Run EBRs/QBRs focused on demonstrating the ROI delivered by Pulsus and building expansion plans • Map organizational charts to identify decision-makers, influencers, and strategic sponsors (multi-threading) • Align with Sales/Pre-sales, Support, and Product teams to enable custom deliveries or complex expansions • Contribute to the evolution of the CS team’s expansion and negotiation playbook by sharing best practices

🎯 Requirements

• Solid 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 • Mastery of consultative selling and B2B negotiation methodologies such as SPIN Selling, Challenger Sales, MEDDIC, or similar • Ability to negotiate with C-level executives, Directors, and IT/Operations Managers and to overcome complex objections • Hands-on knowledge of SaaS metrics: Net MRR Expansion, MRR Churn, Logo Churn, NRR, GRR, and LTV • Ability to translate technical impact into financial/strategic value and demonstrate ROI in EBRs/QBRs • Excellent interpersonal skills and multi-threading capability • Ability to map organizational structures and build relationships with key stakeholders, decision-makers, and sponsors • Experience with complex contract renewals, price adjustments, scope renegotiations, and commercial clauses • Plus: experience with SenseData, Gainsight, CustomerX, Salesforce, HubSpot, Pipefy, or Pipedrive • Plus: knowledge of B2B SaaS, MDM, Android Enterprise, or corporate mobility/IT • Plus: certifications or advanced courses in B2B sales, executive negotiation, or Account/Key Account Management • Plus: knowledge of agile methodologies or schedule management • Responsible, committed, ethical, curious and eager to learn, open to change, and results-oriented

🏖️ Benefits

• Meal/food allowance in partnership with iFood Benefits • iFood Club with no membership fee • Health insurance options: SulAmérica - Classic Apartment or Special 100 R1; Unimed Unimax - Private or Semi-private • Dental plan: SulAmérica or Bradesco Odonto • Life insurance • Profit sharing (PPR) based on achievement of company targets • Birthday day off • Wellhub (Gympass): access to gyms and apps related to physical, emotional health and well-being • Starbem: platform with health and wellness partners. Online appointments with psychologists, nutritionists and doctors • Various discounts and perks through iFood Benefits partners, such as points accumulation in the Vale Bônus app, discounts at pharmacies, cinemas, online courses, travel and much more • Remote-first work policy: work from wherever you want