Customer Success Manager

• Own a portfolio of 10–20 B2B customers across Brazil and the Southern Cone
• Proactively identify and close upsell and cross-sell opportunities across USD accounts, FX, stablecoin on/off-ramps and global payouts
• Grow customer revenue and transaction volume while owning expansion and NRR targets
• Lead commercial discussions covering pricing, renewals, contract expansions and other terms
• Lead customers from technical kickoff through go-live and recurring volume
• Resolve issues involving payment flows, API integrations and account management
• Track customer health, identify churn risk or volume drops, and maintain account activity and pipeline data
• Represent Brazilian customer needs internally and translate them into product features
• Report to the Head of Customer Success
• Collaborate with BD, Product, Engineering, Operations and Compliance
• Help build the customer success playbook in a 0-to-1 environment

• 5–7 years in Customer Success, Account Management or Implementation at a high-growth fintech, payments or B2B SaaS company
• Proven track record of hitting expansion, upsell or account growth targets; provide quota or target, attainment, and account growth details
• Comfort working with APIs and explaining technical concepts to developers and business stakeholders
• Deep understanding of the Brazilian financial landscape and payments, including Pix, FX and local regulations
• Commercial mindset focused on adding value and growing customer relationships
• Proactive cross-functional communication and ability to translate complex requirements into simple actionable plans
• Comfort with ambiguous, fast-paced, resource-constrained environments
• Excellent follow-through
• Native Portuguese and fluent English
• Based in Brazil
• Ability to overlap a few hours a day with US Eastern time
• Must be authorized to work in the country of residence
• No visa sponsorship available
• Background check may include criminal history, employment and education verification, and sanctions screening

• Health coverage
• Paid time off and holidays
• Home office or equipment allowance
• Professional development budget
• In-person team offsites
• Candidates outside the US may receive locally structured pay and benefits through an employer of record or as contractors