Customer Success Manager

Há 6 dias

Lisboa, Portugal Descompagnons Trabalho Temporário Lda Tempo inteiro

AUTOMAISE is revolutionizing business automation with a code AI platform that simplifies the integration of artificial intelligence for companies. Our main goal is to make AI accessible by removing technical barriers and enhancing operational efficiency. We are currently looking for an experienced Customer Success Manager to join our team. This role involves fostering strong client relationships, ensuring client satisfaction, and helping clients fully leverage AUTOMAISE's AI customer care automation solutions.

Are you passionate about maximizing customers’ satisfaction? Then this is for you

Responsibilities

- Act as the primary strategic point of contact for a portfolio of enterprise and market clients, deeply understanding their business objectives, customer service challenges, and operational KPIs (e. G. CSAT, AHT, FCR, automation/containment rate, cost per contact).

- Partner with internal teams (Sales, Delivery, Product, Support) to lead the implementation, onboarding, and continuous optimisation of AI-driven customer care solutions.

- Define and execute Customer Success Plans per client, with clear objectives, milestones, KPIs, and expected business impact (efficiency, cost reduction, service quality, customer experience).

- Monitor platform usage and operational performance, analyse data, and identify opportunities for optimisation, additional automation, and expansion.

- Lead Executive Business Reviews, translating data into clear insights and strategic recommendations.

- Identify and develop upsell and sell opportunities aligned with clients’ operational and strategic goals, contributing directly to revenue growth.

- Act as the voice of the customer internally, influencing product roadmap, prioritisation, and continuous improvement.

- Stay current on contact center, customer experience, BPO, and AI trends, ensuring practice recommendations to clients.

Requirements

- Bachelor's degree in Business, Engineering, Management, Information Systems, Communications, or related fields.

- 3+ years of experience in one or more of the following:

- Management or strategy consulting (operations, digital transformation, CX);

- Contact center / customer service management or operations;

- Customer Success, Account Management, or Consulting in a B2B SaaS environment.

- Strong exposure to contact center or BPO environments (KPIs, workflows, quality, performance management) is a strong plus.

- Experience working with senior stakeholders (Operations, CX, IT, Leadership).

- Strong analytical mindset with the ability to structure problems, work with data, and communicate insights clearly.

- Excellent communication and management skills.

- Results-oriented, proactive, and comfortable operating in a paced startup environment.

- Genuine interest in AI-driven automation and customer service transformation.

- Fluency in English and Portuguese (Spanish is a plus).

Why Join Us?

By joining our team, you'll have the opportunity to work on cutting-edge projects and make a significant impact on our clients' success. We offer a supportive environment where innovation and initiative are valued. Our comprehensive benefits package supports life balance and includes competitive compensation, health programs, and flexible working arrangements.

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