Customer Success Manager

About Safetica Safetica is a global Intelligent Data Security company. Our AI-powered platform helps organizations protect sensitive data, reduce insider risk, support compliance readiness, and discover data across cloud and on-premises environments without disrupting how people work. Summary of role At Safetica, the Customer Success Manager (CSM) ensures our customers achieve maximum value from the Safetica products they have purchased. The role of Customer Success Manager goes beyond traditional customer support and focuses on building strong, long-term relationships with customers to drive their satisfaction, retention, and overall success. Why join us? Work in a hybrid model with the freedom and trust to define your own working style and drive results in your own way. Join a fast-growing cybersecurity company and help shape the future of data protection in a high-potential market. Enjoy true autonomy, flexible work conditions, and strong support from an experienced global team. Invest in your professional growth through continuous learning and career development opportunities in a dynamic, high-tech industry. Essential duties and responsibilities Customer success Owning the post-sale relationship for assigned Tiered and Named Accounts, acting as their primary point of contact throughout the customer lifecycle. Owning the Sales-to-CS handoff and guiding customers through onboarding by building a success plan, overseeing implementation (partner-led or paid), and acting as the escalation point when issues arise. Driving product adoption and demonstrating value, providing best-practice guidance so customers achieve their goals with Safetica. Monitoring customer health, identifying churn risk early, and leading mitigation efforts. Owning renewal readiness and identifying upsell and cross-sell opportunities, using customer data to recommend the right expansions and providing the Renewal Account Specialist with a health brief before commercial conversations begin. Diagnosing customer issues accurately (technical versus functional), routing them to the right internal teams, and driving them to resolution. Collaborating across Support and Delivery, Product Management, R&D, and Sales to resolve issues and improve the customer journey. Monitoring and reporting on customer success metrics, including retention, adoption, and renewal rates. Identifying reference-ready customers for Marketing to support case studies, references, and peer reviews. Experience and skills Experience Proven experience in a customer success role. Proven experience in project management and/or planning. Proven experience in customer support. A university degree in business, IT, or a related field is an advantage. Tools and technical skills Proficiency in MS Office 365 and practical experience with AI tools (e.g., Microsoft Copilot, ChatGPT, or Claude); a proactive approach to using AI in everyday work is a strong advantage. Experience with CRM systems (e.g., HubSpot or Salesforce), including reporting and process automation. Ability to analyze data from CRM and BI tools (e.g., Power BI) to identify patterns, risks, and opportunities. Personal skills and languages Excellent communication, presentation, and active-listening skills. Analytical thinking and problem-solving. A proactive mindset, bringing new ideas and improvements to existing processes. Strong customer focus and a proven ability to build trusting relationships. Advanced English, written and spoken. Advanced Portugues, written and spoken. What can you expect from Safetica? Flexible work setup and hybrid mode work for us . You’ll have the opportunity to meet and connect with your colleagues in person while enjoying flexibility for remote work on other days. Honest work environment - we give our employees space to talk directly to our management and ask them tough questions. Our roadmap is transparent. Your feedback is always appreciated and welcomed. Level up your language skills - we offer English and Portuguese classes to help you grow professionally and communicate confidently. A transparent work environment built on open communication, fostering collaboration across teams as they work together towards shared goals. Excited about customer journey and ready to grow your career in the customer success team? We’d love to hear from you! Send us your CV or LinkedIn profile in English, and we’ll get back to you quickly to schedule a short call.