Customer Success Manager

Description

Truora is on a mission to simplify and secure digital interactions across Latin America. We are a leading technology company specializing in user authentication and background checks, helping businesses build trust with their users seamlessly.

We are looking for a proactive, empathetic, and tech-savvy Customer Success Manager (CSM) to join our dynamic team. As a CSM at Truora, you will be the primary advocate for our clients, guiding them from onboarding to full adoption to ensure they achieve maximum value from our solutions. You will be a trusted advisor, building strong, long-term relationships and playing a crucial role in our customers' success and, consequently, Truora's growth. If you are passionate about technology, problem-solving, and fostering client loyalty, this is the perfect opportunity for you.

Requirements

• Experience: 3+ years of experience in a Customer Success, Account Management, or a similar client-facing role, preferably within a B2B SaaS or technology company.
• English (B2 or higher)
• Experience with CRM and Customer Success platforms (e.g., HubSpot, Salesforce, ChurnZero, Gainsight)
• Business Intelligence Orientation: Ability to analyze and interpret customer data to drive decisions. You can identify patterns in usage, conversion, and behavior, translating them into actionable insights that impact retention, product improvements, and revenue growth.
• Revenue Orientation: Strong understanding of how customer activity translates into revenue. You proactively identify expansion opportunities, risks to revenue, and drivers of growth, managing your portfolio with a clear focus on business impact, not just customer satisfaction.
• Agency & Ownership: High level of ownership and initiative. You don’t wait for direction — you proactively identify problems, propose solutions, and drive execution. You take responsibility for outcomes within your accounts and actively contribute to improving processes, product feedback, and overall business performance.
• Relationship Building: Proven track record of building and maintaining strong, long-lasting customer relationships, leading to high levels of customer satisfaction, retention, and growth.
• Problem-Solving Skills: Strong analytical and problem-solving abilities. You can identify customer needs, uncover root causes of issues, and propose effective solutions.
• Technical Aptitude: Ability to understand and explain technical products. You should be comfortable discussing APIs, integrations, and software solutions with both technical and non-technical audiences.

Responsibilities

• Industry, Product, and Customer Expertise: Continuously stay up to date with industry trends, market dynamics, and emerging technologies to maintain a deep understanding of the product, the customer, and their business context. Leverage this knowledge to identify value opportunities, anticipate customer needs, and provide strategic recommendations that drive measurable business impact
• Customer Lifecycle Management: Own and manage the full lifecycle of your accounts, from onboarding to expansion. Ensure each customer progresses through defined stages (adoption, stabilization, growth) with clear objectives and action plans at every step.
• Customer Health & Risk Management: Proactively monitor customer health using defined metrics (usage, engagement, NPS, support signals). Identify risks early, understand root causes, and execute action plans to prevent churn and stabilize accounts.
• Value Realization & ROI Demonstration: Ensure customers clearly understand the value they are generating with the product. Translate usage into business outcomes, define success metrics, and consistently communicate ROI through reports, QBRs, and ongoing interactions.
• Revenue Growth & Expansion Readiness: Identify and qualify opportunities for upsell and cross-sell by understanding customer needs, usage patterns, and business goals. Prepare accounts for expansion by ensuring stability, adoption, and demonstrated value.

Nice to have

• Experience in the identity verification, fintech, or cybersecurity industries.
• Proficiency in Brazilian Portuguese.
• Experience working in a fast-growing startup environment.

Working conditions

• Health Plan
• Flexible Time
• Language Classes
• Flexible Paid Time Off (PTO) 
• Gym and nutrition
• Remote Work
• Referral Bonus (300 USD)
• Integration Activities

Committed to a future full of opportunities, we invite you to join us on this journey toward a more connected and prosperous Latin America🌎