Customer Success Manager, Consumer Product Testing Platform

BrazilRemotefull-timemid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

all handled with a level of care that makes them tell their friends. Keep every relationship warm and churn risk low. Check in with your book of business on a regular cadence.

Technical Tools

Customer Success ManagerCustomer

What We Offer

~2 min read

✓Deliver an 11-star onboarding experience. From the handoff call onward, make every new Transparency client feel like the most important brand they've ever worked with. Product setup, website integration, data intake, first results: all handled with a level of care that makes them tell their friends.

✓Keep every relationship warm and churn risk low. Check in with your book of business on a regular cadence. How's their business doing? What do they need next? Where can we add value? You want problems to surface as conversations, not cancellations.

✓Own the software migration. As the platform rolls out new versions, you're the person who guides every existing client through the upgrade smoothly, with zero disruption to what's live on their site.

✓Roll out the full Transparency Suite to existing accounts. As new tools ship (marketplace carousel images, co-branded paid ads, transparency landing pages, co-brand emails, QR codes), you'll bring them to the right clients at the right moment, expanding how much of each brand's catalog lives on the platform.

✓Be the voice of the customer to Product. You're closest to what clients love, struggle with, and wish existed. You'll route those learnings back to the product team so the roadmap reflects reality on the ground.

✓Run the numbers and report them weekly. You'll own a weekly readout on account health, migration status across the client base, churn and retention signals, and expansion opportunities, so leadership always knows where every account stands.

✓Spot the testing opportunity and pass the ball. You're not a tester or a hunter, but you'll notice when a Transparency client is ready for more, and you'll tee up a warm handoff to the testing experts (Account Executives).

✓Automate the grunt work, then build your own team. You'll automate the repetitive parts of this job with AI, write the SOPs no one's written yet, and as volume grows, help hire and lead the Client Success Managers who come after you.

First 30 days: You know the product cold, you've shadowed onboarding and customer calls, and you've taken ownership of your first live accounts.
First 90 days: New clients are onboarded end-to-end without hand-holding, you have a repeatable check-in cadence running across the book, and your weekly account-health report is the source of truth leadership trusts.
Ongoing: Churn stays low, clients expand into more of the Transparency Suite and testing, migrations land smoothly, and Product ships things because you surfaced them.

A customer-facing track record. You've worked directly with customers before, ideally in customer success, account management, or hands-on customer service. People consistently walked away from you happy.
Charisma, on camera and in writing. You're genuinely great one-on-one. You can build rapport fast, read a room on a video call, and make people feel taken care of. This company was built on relationships, and you get why.
A fanatic, borderline-obsessive attention to detail. You catch the thing everyone else misses. You'd rather over-check than let a client see something sloppy.
Startup DNA and total ownership. No ego, no 9-to-5 mentality, no waiting to be told what to do. When you spot a hole, you fill it. When you're handed a brand, they never worry it'll get dropped.
You're AI-native, and you build your own tools. You use AI every day, and you're the type to automate a task rather than grind through it manually. You're comfortable building your own workflows and automations in Claude / Claude Cowork to move faster than anyone around you. (If you don't already, you're itching to.)
Relentless over email and Slack. Clients and teammates hear back from you fast and clearly. You're responsive to a fault.
You're married to the mission. You actually care about making the food system more transparent, and you can sell that "why" because you believe it.
Strong written and spoken English (daily collaboration with a US-based team).

Requirements

~1 min read

Prior account management or customer success experience in B2B SaaS.
Experience with Shopify or D2C brands.
Some design sense. Enough taste to prompt AI into client-ready assets (e.g. landing pages, product detail page carousel images, ad creative, etc.) and know when something looks off.
Experience being the first or early CS hire somewhere, building process from scratch.
Include the word sunlight somewhere in your Loom video to prove you read this.
Comfort with CRM and support tooling (HubSpot, Pylon, Slack, Superhuman).

Location: Remote, based in Brazil.
Reports to: General Manager, Transparency.
Compensation: $2,000–$5,000 USD/month, depending on experience/fit.