Job Purpose
Serve as a key liaison between ExitLag and its clients, ensuring a successful journey from onboarding through to customer loyalty and expansion. The Customer Success Manager will be responsible for strengthening relationships with the client base, anticipating needs, resolving issues quickly, and promoting client retention and sustainable portfolio growth.
Key Responsibilities
* Serve as a strategic partner to the client, understanding their goals and challenges to ensure they get the most out of ExitLag solutions.
* Build and maintain strong, trusting relationships, fostering a positive experience at every touchpoint.
* Anticipate risks, identify potential areas of dissatisfaction, and take a proactive approach to problem‑solving.
* Manage relationships with clients in the portfolio by conducting Quarterly Business Reviews (QBRs) and periodic check‑in and support meetings, ensuring strategic alignment and ongoing satisfaction.
* Ensure high retention rates through continuous follow‑up, active communication, and preventive actions.
* Identify upsell and cross‑sell opportunities in partnership with the sales team.
* Monitor Customer Success metrics, such as churn, NPS, engagement, and platform adoption.
* Serve as the voice of the customer internally, collaborating with departments such as Product, Support, Marketing, and Sales to optimize processes and deliverables.
* Propose and implement new solutions, processes, and strategic initiatives to drive adoption, retention, and expansion of the customer portfolio.
* Contribute to the evolution of the customer journey by proposing continuous improvements to the customer experience and service processes.
Technical Requirements
* 3 to 4 years of prior experience in Customer Success, Account Management, Strategic Customer Service, or related fields.
* Experience with customer relationship management tools (e.g., Zendesk, HubSpot, Intercom, Salesforce, or similar).
* Knowledge of metrics such as NPS, churn, LTV, CSAT, among others.
* Strong data‑driven approach and analytical thinking for interpreting metrics and making decisions.
* A business‑minded profile, focused on identifying and capitalizing on growth opportunities.
* Fluent English for international client support.
* Intermediate/advanced or fluent Spanish for international client support in Latin America.
* Availability for occasional in‑person visits to clients and partners.
* Experience in the SaaS, esports, or technology markets.
Benefits
* Paid vacation: 30 days after 12 months of employment, with the option to sell up to 10 days.
* Annual bonus (13th month): equivalent to 1 additional month’s salary, paid proportionally based on length of service.
* Performance bonus (In‑Company Goal): potential for up to 5x additional monthly salaries per year, based on goal achievement. In the last two years, we reached Tier 2, 3x monthly salaries for everyone.
* Stock Options: eligibility after 6 months of employment, aligning individual growth with the company’s growth. 4‑year vesting period.
* Flash Card: R$1,200.00/month with flexible use (food, home office, bills, or as preferred).
* Birthday Day Off: a day off to celebrate however you like.
* Bradesco Health Plan: 100% covered by the company for the primary beneficiary (initially).
* Wellness partnerships: access to Zenklub (emotional health) and TotalPass (gyms and physical activities).
* Educational subsidy: up to 50% coverage for courses and specialized training (after 6 months with the company).
* Unlimited ExitLag license: full access to our premium product.
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