SR CSM - Customer Success Manager

About Us 👋
Founded in 2017, our mission is to help businesses—both small and large—save time and money through a time-tracking system that enables efficient workforce and activity management. Our solution also streamlines payroll processing for some of Brazil's largest companies.

> Get to know us better on our website https://day.io/<

What It’s Like to Be a Customer Success Manager at Oitchau 💻

As a Senior Customer Success Manager, you will own a portfolio of Enterprise accounts after go-live and be accountable for their retention,adoption, and growth. You will work side by side with Onboarding, Support, Sales, Product, and our Partners.

This is not a reactive, ticket-driven role. You will be the person who knows each account's business, its stakeholders and its risks better than anyone else in the company, and who turns that knowledge into renewals and expansion.

Key Responsibilities 🚀

• Own your portfolio. Manage a set of Enterprise accounts end to end, with a clear success plan, health view and renewal path for each one.

• Map and multi-thread. Build relationships beyond the day-to-day user: the HR and Payroll leads, the executive sponsor and the economic buyer. Track sponsor changes as a risk signal.

• Drive adoption. Spot features, sites or teams that are underused, and run targeted plans (training, configuration reviews, rollout waves) to close the gap.

• Run Executive Business Reviews. Lead QBRs/EBRs that show impact in business terms: overtime reduction, compliance risk avoided, hours saved in payroll closing.

• Prevent churn early. Monitor usage, logins, ticket trends and NPS. Act on warning signs before they reach the renewal conversation.

• Own renewals and grow revenue. Prepare renewals in advance, defend price adjustments with a value narrative, and identify, build and close upsell and cross-sell opportunities (licenses, modules, new business units) together with Sales.

• Handle escalations. Lead the response when something goes wrong: align Support, Product and Engineering, keep the customer informed and close the loop with a clear action plan.

• Be the voice of the customer. Bring structured, prioritized feedback to Product, with business impact attached, not just feature requests.

• Improve how we work. Help evolve our playbooks, segmentation and CS processes so the whole team scales.

• Know the product and the domain. Become a reference in Oitchau and in Brazilian time-tracking rules so you can advise customers, not just answer them.

• Mandatory Requirements 🎯

  • 5+ years as a Customer Success Manager in B2B SaaS, with a portfolio you were accountable for in revenue terms (retention and expansion).

  • Experience managing Enterprise accounts with multiple stakeholders, including C-level conversations.

  • A track record of renewals, upsell or cross-sell you can describe with numbers.

  • Experience leading QBRs/EBRs and handling escalations under pressure.

  • Comfort with data: spreadsheets, dashboards and CS or CRM tools (HubSpot, Salesforce, Sensedata, Gainsight or similar).

  • Hands-on use of generative AI tools in your daily work.

  • Fluent Portuguese and advanced English (we are an international company).

  • Availability for a hybrid model in São Paulo.

Nice to Have Requirements:

• Experience in HR Tech, time tracking, payroll or workforce management.

• Experience with payroll system integrations or with channel and white label partners.

• Spanish is a plus;