Customer Success Manager

About the role

You will deliver an exceptional onboarding journey that makes every new Transparency client feel like their most important partnership from day one. You will own the entire relationship lifecycle for a portfolio of brands, ensuring their experience drives retention and expansion. You will translate complex testing and transparency data into clear, actionable insights that non-technical teams can act on immediately. You will act as the primary liaison between the client and the internal product and engineering teams, shaping the roadmap with real-world feedback. You will proactively identify risks to churn and intervene early with thoughtful, data-backed conversations. You will run weekly health checks and migration updates to keep every account aligned and informed. Ultimately, you will become the trusted voice that ensures the Transparency business grows sustainably through delighted, long-term customers.

Key facts

What you'll do

• Orchestrate an 11-star onboarding experience that covers product setup, website integration, data intake, and first results delivery.
• Own the end-to-end relationship for a book of Transparency Suite clients, keeping communication warm and churn risk consistently low.
• Guide every existing client through software migrations and version upgrades with zero disruption to their live product pages.
• Roll out new Transparency Suite features such as marketplace carousel images, co-branded paid ads, transparency landing pages, co-brand emails, and QR codes at the right time for each account.
• Serve as the primary voice of the customer, routing insights, struggles, and feature requests directly to the product team.
• Own and automate weekly reporting on account health, migration status, churn signals, and expansion opportunities for leadership review.
• Identify when a Transparency client is ready for deeper testing services and smoothly hand off opportunities to the Account Executives.
• Write standard operating procedures and leverage AI to automate repetitive tasks, enabling you to scale client success operations over time.
• Maintain meticulous documentation of every client interaction, configuration, and outcome to ensure continuity and clarity.
• Collaborate closely with sales and delivery teams to align on expectations, timelines, and post-sale commitments.
• Monitor product usage patterns and advocate for roadmap improvements that increase client value and retention.
• Support the creation of case studies and success stories that highlight real-world impact for marketing and sales use.
• Track competitive signals and share learnings that help the Transparency Suite stay differentiated in a crowded market.
• Coach other team members on best practices as you help build and lead a growing Client Success organization.

Requirements

• You are legally authorized to work remotely from Brazil with a valid CNPJ for payroll and tax purposes.
• You have the right to work in Brazil without sponsorship requirements.
• You are fluent in Portuguese for all communication, both written and verbal.
• You have at least three years of prior experience in client success, account management, or a related customer-facing role.
• You have a proven track record of managing a portfolio of B2B SaaS accounts and driving retention and expansion.
• You are comfortable working with technical and non-technical stakeholders, translating complex concepts into clear actions.
• You have experience using productivity and automation tools, including AI-based assistants, to streamline repetitive work.
• You are comfortable interpreting data dashboards and basic reporting, even if you do not have a scientific background.
• You are highly organized, disciplined, and able to manage multiple priorities in a fast-paced, growing environment.
• You are comfortable working fully remotely within a small, high-performance team that moves quickly.
• You have a strong sense of ownership and follow-through, ensuring that nothing falls through the cracks.
• You are aligned with a mission-driven company focused on transparency, trust, and verifiable data in the consumer products industry.
• You are coachable and willing to learn deeply about product testing and transparency without prior lab experience.

Nice to have

• Experience working with ISO 17025 accredited laboratories or quality-focused testing workflows.
• Background in the supplements, food, or beverage industries and understanding of common compliance standards.
• Familiarity with consumer trust signals, ratings, and verification badges used on product pages.
• Experience building and maintaining SOPs in fast-scaling environments.
• Prior exposure to CRM tools, customer health scoring, and retention analytics.
• Any experience that demonstrates a consistent ability to retain and expand enterprise client relationships.

Practical notes

• This is a full-time remote role based in Brazil, with compensation tied to a monthly CNPJ payroll structure.
• The role requires reliable internet connectivity and a suitable workspace for remote work.
• Candidates must be able to start within a reasonable timeframe as business needs require.
• Travel is not required for this position.
• Visa support is not available for this role under current policy.
• The selected candidate will be integrated into an ecosystem of opportunities through Sierra Studio, with access to other roles and professional development resources.
• The successful candidate is expected to uphold the high standards of collaboration, transparency, and execution that define the hiring partner and Sierra Studio.