Customer Success Manager II, Enterprise (SaaS)

Location: São Paulo, Brazil; regular customer contact may include onsite visits and international travel.

Company

hirify.global provides a customer engagement platform for personalized messaging, journey orchestration, AI-powered decisioning, and optimization.

What you will do

• Partner with Account Executives to drive renewals, retention, net retention, and commercial alignment for enterprise customers.
• Act as the main customer contact and trusted advisor, building success plans and providing strategic guidance, enablement, and product training.
• Analyze product usage to identify account health risks, adoption opportunities, and potential upsell opportunities.
• Maintain regular customer engagement through check-ins, events, executive business reviews, and other communications.
• Advocate for customers by synthesizing product feedback and contributing to product development.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, and onboarding teams to provide seamless customer support.

Requirements

• Proven experience in Customer Success or a related area such as onboarding, implementations, or project management.
• Experience managing complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.
• Excellent written and verbal communication, follow-up, relationship-building, and time management skills.
• Domain knowledge in at least two of SaaS, mobile, APIs, marketing automation, direct marketing, marketing analytics, or programming such as HTML.
• Ability to work with medium and large technology companies and enterprise customers with more than 1,000 employees.
• Based in São Paulo, Brazil, with availability for onsite customer engagement and possible international travel.

Culture & Benefits

• Collaborative, transparent, inclusive, and flexible work environment focused on work-life harmony.
• Competitive compensation that may include equity, retirement plans, and employee stock purchase plans.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Employee resource groups, community volunteering, donation matching, and a curated in-office experience.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain responsible for hiring decisions; candidates may have rights to request information, opt out, or seek manual review depending on location.