Customer Success Manager

Topsort is a data-driven, next-generation auction-based advertising tool and set of APIs. We’re navigating the post-cookie world by providing a product data-driven set of technology to drive effective monetization via sponsored listings, banners, and offsite advertising, without compromising user data or building a walled garden with cookies.

We are currently seeking a passionate, results-driven Customer Success Manager (CSM) to join our team and support our expanding customer base in the Brazilian region.

**What this job will look like**

As a Customer Success Manager, you will be responsible for:

- Building and maintaining strong relationships with a portfolio of clients in the Brazilian market, ensuring their satisfaction and success with our software solutions.
- Proactively engaging with customers, identifying their needs, and providing tailored recommendations to help them achieve their business objectives.
- Conducting regular account reviews, analyzing customer usage data, and sharing insights with clients to optimize their use of our products.
- Collaborating with cross-functional teams, including Sales, Marketing, and Product Development, to address customer inquiries, resolve issues, and identify opportunities for product improvement.
- Monitoring customer health metrics and taking appropriate action to minimize churn, maximize retention, and increase customer lifetime value.
- Developing a deep understanding of the Brazilian business environment, staying up-to-date with industry trends, and sharing insights with internal teams to help inform product development and marketing strategies.
- Acting as a customer advocate, providing feedback to internal teams on product features, enhancements, and improvements that can drive customer success and retention.
- Attend networking events, conferences, and trade shows to build relationships with potential clients and stay informed on industry developments.
- Contributing to the development and continuous improvement of customer success strategies, processes, and best practices. ️

**Skills and Qualifications**
- A bachelor's degree in Business, Marketing, Communications, or a related field.
- 4+ years of experience in customer success, account management, or a similar role, preferably in a B2B SaaS environment.
- Fluent in Portuguese and English, both written and spoken.
- Strong interpersonal, communication, and presentation skills, with the ability to build rapport and establish trust with clients.
- Excellent problem-solving and analytical skills, with a demonstrated ability to understand customer needs and translate them into actionable recommendations.
- A self-starter with the ability to work independently and thrive in a fast-paced, dynamic environment.
- A passion for customer success and a strong commitment to helping clients achieve their goals.
- A team player - Topsort’s culture is one of a sports team, we welcome ownership and collaboration.

**Bonus Points**
- Previous experience in a fast-paced tech scale-up;
- Knowledge of app development and API designs;
- Familiarity with Agile methodologies and tools (Scrum, Kanban, JIRA, etc.).

**Benefits**
- Stock Options
- Flexible PTO + sick time
- Medical, dental and vision insurance
- Wework membership reimbursement & learning benefits
- Networking events & industry-related events
- Meditation Apps and Anniversary Celebrations
- Be surrounded by awesome and intelligent peers - our team inspires each other We’re constantly adding more and hearing from our team on what to improve here.

Topsort’s culture breathes love for challenges, is unafraid of growth, and thrives in ambiguity. We are a direct team that practices “radical candidness” and execute quickly on bold vision. Speed is a necessity for our day to day yet we also acknowledge the need to stop and think once in a while to go faster after. As a company, we are always collaborative internally, and competitive externally, never the other way around.

A Topsorter is someone that is constantly improving, dreaming big, looking for ways to disrupt the status quo, getting better at the game, and critically thinking of the simplest and the most effective way to bridge between today and where you’d like to be tomorrow.