Account Manager - Customer Success

Description

Job Summary: We are seeking an Account Manager - Customer Success to provide consultative and strategic support, ensuring a high-value journey, retention, and expansion for high-impact digital entrepreneurs. Key Highlights: 1. Consultative and strategic engagement with high-impact digital entrepreneurs. 2. Opportunity for professional growth and continuous development. 3. A dynamic, collaborative environment with merit-based management. Staage is an edtech company within the V4 Company group, a national reference in practical education for digital marketing, growth, and performance. With thousands of students, subscription models, and comprehensive programs in Growth and Martech, we employ a hands-on methodology focused on real-world results. Within the Staage/V4 Group, we operate Diamond. Diamond MasterGroup is a business network dedicated to connecting high-impact digital entrepreneurs. It brings together over 90 founders generating revenues between 7 and 9 digits, with specific eligibility criteria. Focused on synergy and competitive pricing, the community fosters experience sharing, opportunity creation, and mutual development. **Our Way of Being:** Transparency and clarity in all relationships. Collaborative culture — humility to ask for help and willingness to support others. Continuous learning — to deliver excellence, we must constantly improve. Agility — rapid experimentation is part of our DNA. If this culture resonates with you, join Staage! We are looking for an Account Manager - Customer Success to work consultatively and strategically with our members, ensuring a high-value journey, retention, and expansion. You will be responsible for end-to-end onboarding, close monitoring of results, identification of improvement opportunities, and building strong relationships. If you are passionate about impacting high-potential businesses, delivering measurable outcomes, and fostering networking among digital entrepreneurs, this is where you belong. **Customer Success – Mastermind & Mentoring** **Knowledge (Know-What)** CS journey for high-ticket contracts (≈ R$ 100,000) in companies with annual revenues ranging from R$ 1 million to R$ 30 million. Key retention metrics: churn, customer success, and NPS. Advanced CS frameworks: Success Plan, Health Score. Consultative upsell/cross-sell techniques. Referral programs and foundational digital marketing knowledge for generating referrals. Proficiency in CRM (Trello), Google Workspace organization tools, rapid content creation in Canva, and AI-powered tools. **Skills (Know-How)** Lead full onboarding, defining success indicators with the client. Execute monthly check-in cadences, presenting clear ROI dashboards. Negotiate renewals, upsells, and cross-sells consultatively—avoiding pressure while maintaining a premium experience. Monitor health scores and proactively act to reduce churn and increase NPS. Maintain renewal/expansion pipelines in CRM and generate simple retention and revenue reports. Collaborate with Sales, Marketing, and Operations to share insights and ensure ongoing customer success. **Attitudes (Know-Be)** Sociable and skilled at relationship-building. Flexible and adaptive to members’ needs—adjusting communication style and tone per individual. Focused on delivering measurable results for members. Capable of handling potential member dissatisfaction and resolving issues effectively. Able to identify product improvement gaps. **Responsibilities:** Map daily group engagement and individual member/client engagement; Actively facilitate networking among members; Ensure all participating members are fully informed of all official notices; Onboard new members, monitor and assist members in the WhatsApp group and on the platform, addressing questions and difficulties regarding event operations, masterminds, platform functionality, and the WhatsApp group; Manage online classes; Conduct onboarding with members; Publish and disseminate Diamond’s official communications across platforms; Contact members/clients upon subscription expiration and remove non-renewing members from platforms and the WhatsApp group; Understand and familiarize yourself with each member/client’s business activity and company, maintaining periodic contact with each; Update the Trello platform daily; Propose and suggest improvements to the customer experience; Understand Diamond’s activities, services offered, and deliverables; Integrate new content into the members’ area; Draft biweekly/monthly newsletters; Update the Networking Trade Center and Content Search file databases; Meet productivity targets, including: consistent Trello platform updates; increased subscription renewals; Connect members during in-person and online events; **What We Offer:** Monthly variable compensation based on OTEs. Access to Staage courses. Alice Health Insurance Plan. A dynamic and collaborative work environment. Opportunities for professional growth. Continuous development and constant learning. Merit-based management. Potential equity partnership based on performance and cultural alignment with the business. Compensation: R$5.000,00 - R$6.000,00 per month. Benefits: * Medical assistance. Work location: On-site