Sr. Customer Success Manager, Brazil

Summary

Prove is seeking a Sr. Customer Success Manager to lead our Brazil market, responsible for managing and nurturing post-sale relationships, ensuring customer satisfaction, and driving success through tailored engagement strategies. The Sr. Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience.

The Sr. Customer Success Manager will be client focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client’s organization and business objectives. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!

Key Responsibilities

• Establish reputation as trusted partner via regular business reviews, presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to our clients
• Deeply understand and translate client business objectives into actionable strategies, leveraging Prove's offerings to nurture long-term growth and client satisfaction
• Drive strategic ownership of real-time revenue projections for your book of business
• Identify opportunities for upsells and cross sells, and facilitate usage expansion in live use cases
• Facilitate contract renewals directly or with Sales Director partner
• Monitor and report on product performance trends and insights, providing actionable recommendations to optimize performance and drive continuous improvement initiatives
• Educate clients on the benefits and applications of Prove solutions through comprehensive knowledge of our products’ value propositions and technical functionalities
• Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership

Qualifications and Experience

• Extensive experience in customer success or a similar customer facing role such as account management or sales; working directly with banks is preferred
• Demonstrated ability to foster and elevate client relationships through strong project management and long-term account planning skills, resulting in sustainable growth and mutual success
• Excel as a collaborative cross-functional team player, seamlessly integrating diverse perspectives and expertise to drive positive outcomes
• Strong written and verbal communication, documentation, presentation, interpersonal, and customer service skills
• Possess experience within a highly regulated market (i.e. Fintech, Insurance, Retail), knowledge of digital identity and authentication strongly preferred
• Trilingual experience strongly encouraged (English, Portuguese, Spanish)
• Prefer selling strategies and negotiations skills
• Aptitude and passion for technology, KPIs, data, business cases
• Excellent ambition and desire to grow and expand your career
• Experience in cybersecurity, fintech, or fast-growing startup is required
• Experience in a high-growth tech startup growing from $50m to $200m in ARR
• Ability to travel up to 10% of the time