Customer Success Manager (Remote)

At Axur, innovation is in our DNA. We're on a mission to make the internet safer by delivering external cybersecurity solutions to clients around the world. Our culture values autonomy, customer focus, and smart results within a flexible, collaborative environment.

We’re hiring a Customer Success Manager to lead the end-to-end journey of our Middle Accounts and ensure our customers achieve real value from our platform in digital security and protection. This role is ideal for someone who is proactive, strategic, and results-driven, with strong relationship and negotiation skills. You’ll be part of a high-impact Customer Success team focused on retention, expansion, and long-term customer value. This is a fully remote position open to candidates worldwide. Our selection process is 100% online and inclusive; if you need any accommodations, just let us know in the application form.

A typical workday might include:

• Managing the full customer lifecycle for a portfolio of Middle Accounts, monitoring health metrics, and proactively identifying risks and opportunities;
• Leading renewal, upsell, and expansion cycles, including contract negotiations and scope adjustments;
• Running strategic customer meetings and Executive Business Reviews (EBRs) focused on results and value generation;
• Building personalized Success Plans to increase product adoption and maximize customer outcomes;
• Acting as the main point of contact for critical accounts and supporting churn-reversal initiatives;
• Collaborating with internal teams to resolve complex issues and improve the customer experience;
• Acting as the voice of the customer by translating feedback and NPS insights into product and process improvements;
• Executing initiatives to increase engagement and adoption of key platform features.

Requirements

Indispensable Requirements:

• Minimum of 3 years of experience in B2B Customer Success or Account Management (preferably in Tech/SaaS), managing a dedicated portfolio;
• Proven ability to manage complex accounts and navigate multiple stakeholders, including C-level executives;
• Strong negotiation skills and experience with renewals, contract management, and expansion opportunities;
• Solid understanding of Customer Success metrics (Churn, NRR, Health Score) and ability to translate data into actionable insights;
• Deep knowledge of Customer Success frameworks (Onboarding, Ongoing, EBRs, and Playbooks);
• Experience conducting Executive Business Reviews (EBRs) and communicating business value to senior stakeholders;
• Native or fluent Portuguese and advanced English.

Bonus points if you have:

• Experience as a CSM in Middle Market or Enterprise segments;
• Proven track record of achieving NRR, upsell, and cross-sell targets;
• Knowledge of Fraud Prevention, Information Security, or Payments industries;
• Experience managing complex technology projects and understanding of the Product Lifecycle;
• Hands-on experience with Customer Success platforms (Sensedata, Planhat, Gainsight, Totango, or Vitally) and CRM tools (Salesforce or HubSpot);
• Advanced Spanish.

Benefits

• Home office setup allowance (R$2,000 in your first month) + flexible benefit (R$990/month);
• Top-tier health, dental, and life insurance plans;
• Annual bonus + potential stock option plan (equity);
• Anywhere Office: remote work + super flexible hours;
• Wellness: Wellhub;
• Development culture: 360º feedback, IDPs, and partnerships (Coursera, Udemy, MBA USP/ESALQ, and more);
• Recognition & rewards: internal awards and referral bonuses;
• Inclusive parental leave for all family formats.