Senior Customer Success Manager

Description

Job Summary: TownSq is seeking a Senior Customer Success Manager to work in a consultative and strategic capacity, ensuring a consistent, high-value experience for our customers. Key Highlights: 1. Focus on customer retention, satisfaction, and growth 2. Collaborative team-based approach with transparent communication 3. Direct influence on business experience and outcomes TownSq is looking for a Senior Customer Success Manager to work consultatively and strategically with our customer base, ensuring a consistent, high-value experience. The role focuses on **customer retention, satisfaction, and growth**, driving platform adoption, preventing churn, and accelerating expansion opportunities—collaborating closely with property management companies and condominiums. You will join a collaborative team that values transparent communication and real-world impact, working closely with customers and directly influencing their experience and business outcomes. **Your Day-to-Day Responsibilities** * Manage a portfolio of customers (**property management companies and/or condominiums**); * Lead review meetings (**QBRs, strategic checkpoints**); * Monitor portfolio health metrics (platform usage, **NPS, CSAT, support tickets, delinquency**, etc.); * Proactively identify and mitigate churn risks; * Identify expansion opportunities and new product adoption; * Serve as the liaison between customers and internal teams (**Support, Product, Finance, Implementation**); * Support renewal negotiations, price adjustments, and commercial terms; * Ensure timely updates to the **CRM** and strategic reporting; Contribute to continuous improvement of departmental processes; * **What We Expect From You** * Bachelor’s degree in **Public Relations, Advertising and Marketing, Social Communication**, or related fields; * Prior experience in **Customer Success**; * Proven experience at **SaaS (Software as a Service)** companies; * Experience managing strategic accounts; * Familiarity with Customer Success metrics (**Churn, Retention, NPS, LTV, Health Score**); * Experience using **CRM** systems; * Strong analytical skills for **data interpretation and analysis**; * Excellent verbal and written communication skills; * Experience serving **B2B** customers **Nice-to-Haves** * **Postgraduate degree/MBA** is considered a plus; * **Experience in the condominium management industry**; * Experience managing large customer portfolios; * Knowledge of expansion and upsell strategies; Experience building/structuring Customer Success processes * **Our Benefits** * Meal/Voucher allowance via Ifood Benefits card: **R$770.00/month**. * Internet allowance: **R$50.00/month**. * National healthcare and dental plan (**UNIMED**) with dependent coverage options. * **StarBem**: Online medical assistance (psychologists, nutritionists, physiotherapists). * Childcare allowance. * **Creditas**: Payroll-deducted loans with low interest rates. * **GymPass** for your wellness needs. * **Birthday Day Off**. * **Fluency Academy**: Discounts and full tuition subsidy for the Poliglota course (8 languages). * Equipment kit to support your work! Want to learn more about us? Visit our website and check our Glassdoor reviews.