SMB Customer Success Manager - Portuguese Spaker

WaveBL is looking for a motivated, experienced, and self-driven SMB Customer Success Manager (Portuguese Speaker) to support and expand our customer portfolio. As the primary Customer Success representative in the region, this role requires someone who excels in independent work, is proactive, and possesses strong relationship-building skills. You’ll play a critical role in maximizing product value, driving usage, and enhancing revenue by working closely with our customers, meeting them face-to-face, and leading initiatives to strengthen our presence.

Take E2E ownership and accountability for a large portfolio of existing, paying accounts. 

1. Develop and maintain a trusted advisory relationship with SMB customers, collaborating with different levels of customer stakeholders, from day-to-day champions to executive sponsors, ensuring growth and retention.
2. Manage and develop the overall business / commercial relationship in line with our company’s strategy and Value proposition, and constantly enhance the “network effect”.
3. Drive product implementation & adoption, ensure that the customers are leveraging Wave BL solution to achieve high and maximize business value. Manage upsell, cross-sell and renewals.
4. Coordinate and monitor all operational activities related to support, network expansion and ongoing customer usage.
5. Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
6. Ensure the timely and successful delivery of our solutions according to customer needs.
7. Be the voice of the customer, allow constant product feedback and advocate internally for customers needs. 
8. Analyzing customer data to improve customer experience.