Customer Success Manager

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 18%

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.

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BotCity

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

BotCity is a software platform that enables enterprises to build, orchestrate, govern, and scale automation based on code (notably Python) and computer vision. It provides a cloud orchestrator, developer tooling, session and infrastructure management, security and compliance features, and integrations with major cloud and office platforms to centralize governance and reduce risks from unmanaged scripts (Shadow Python). BotCity targets enterprise IT and automation teams, offering SaaS delivery, orchestration, observability (KPIs/insights), and support for deploying automations across VMs, containers and serverless environments.

📋 Description

• Own the relationship for all enterprise Sentinel accounts as the single point of contact • Orchestrate Product, Support, and Sales touchpoints to provide a unified BotCity customer experience • Multi-thread accounts across IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC stakeholders • Run onboarding, QBRs, and health checks • Prepare data and ROI narratives for QBRs • Identify expansion timing and renewal risk early, handing commercial negotiation and pricing decisions to Sales • Design and implement the first version of the Sentinel CS playbook, including onboarding, health scoring, and escalation paths • Recognize regional accounts with potential for global rollout and escalate to HQ stakeholders • Direct technical issues to Support/Product while owning customer communication • Represent the structured voice of the customer to Product using pain points and usage evidence • Report account status, expansion progress, and risk to CS and Sentinel leadership regularly

🎯 Requirements

• Bachelor's degree or equivalent experience in Business, Technology, or a related field • 4+ years in Customer Success or Account Management with enterprise B2B customers in a High Touch/consultative model • Experience owning international or globally-present enterprise accounts, not limited to domestic or LATAM-only customers • Ability to multi-thread across senior technical stakeholders, including IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC • Experience building or standing up a CS process, playbook, or motion from scratch at an early-stage product • Experience owning and reporting on NRR, expansion, churn, TTFV, and Time to Activation • Prior experience in an early-stage, high-growth, fast-paced startup environment • Proficiency in Customer Success software and tools such as HubSpot • Experience with MS Office/Excel, Google Suite, and Notion • Comfort leveraging AI tools for account research, deal strategy, and efficiency • Ability to travel as needed to support events, visit customers, and meet the team • Fluent Portuguese • Fluent English • Preferred: familiarity with security/compliance concepts, such as vulnerability management and governance frameworks • Preferred: prior experience in Cybersecurity, GRC, or compliance-adjacent software implementation • Preferred: experience managing customers with a focus on on-premise products • Preferred: advanced Spanish

🏖️ Benefits

• Global remote work arrangement • Opportunity to work with a global team across the US and LATAM • High-impact, autonomous, excellence-oriented work environment • Opportunity to shape the first Sentinel Customer Success playbook and processes • Exposure to enterprise customers including Bayer and LG • Opportunity to work with Product, Engineering, Support, Sales, and leadership teams