Role Description STRIVE Recruitment is proud to partner with a fast-growing financial technology company that provides AI-powered accounting and financial management solutions for e-commerce and direct-to-consumer businesses to recruit for a Customer Success Manager (Accounting & Finance) based in Remote. They offer a collaborative, technology-driven environment where innovation, customer success, and continuous improvement are at the core of their culture. The client is seeking a Customer Success Manager to support customers throughout their journey with the platform, from onboarding through ongoing adoption and growth. Reporting to the Customer Success leadership team, this role serves as a strategic advisor to customers, helping them maximize the value of financial insights and tools while acting as a key liaison between customers and internal teams. Key Responsibilities - Lead customer onboarding and implementation activities to ensure a smooth setup experience - Educate customers on platform capabilities, financial reporting tools, and data-driven decision-making - Build and maintain strong customer relationships through proactive engagement and support - Monitor customer usage and identify opportunities to increase platform adoption and value - Gather and communicate customer feedback to product and engineering teams - Contribute to the development and improvement of customer success processes, tools, and playbooks Qualifications - 3+ years of experience in Customer Success, Account Management, or a client-facing role - Experience working within a SaaS, fintech, or other fast-paced technology environment - Background in accounting or hands-on experience with financial and analytics tools - Proven ability to manage and support a high-volume portfolio of customers - Strong communication skills with the ability to explain complex concepts clearly - Experience using AI tools to improve productivity and workflow efficiency Preferred Skills - Experience working with fintech, accounting technology, or eCommerce analytics platforms - Experience developing customer success playbooks or customer journey frameworks - Experience collaborating closely with product and engineering teams - Interest in working within a high-growth startup environment What Success Looks Like - Customers are successfully onboarded and realize value from the platform quickly - Strong customer relationships lead to high engagement, retention, and satisfaction - Customer feedback contributes to continuous product and service improvements - Customer adoption and usage increase as businesses grow and scale - Internal customer success processes become more efficient and scalable

Role Description As a Senior Customer Success Manager, you are a strategic partner to some of M-Files' most important customers and play a critical role in driving customer retention, adoption, satisfaction, and long-term success. You will serve as a trusted advisor to customer stakeholders and executive sponsors, helping customers realize measurable business value from their M-Files investment. In addition to managing strategic customer relationships, you will contribute to the development of Customer Success best practices, mentor team members, lead complex customer situations, and partner cross-functionally to improve customer outcomes. Key Responsibilities - Customer Success & Strategic Account Management - Develop and maintain trusted advisor relationships with customer stakeholders and executive sponsors. - Manage a portfolio of strategic and complex customer accounts with responsibility for adoption, customer satisfaction, retention, and renewal readiness. - Develop and maintain customer success plans aligned to customer business objectives and desired outcomes. - Conduct Executive Business Reviews (EBRs) and strategic account reviews with customer stakeholders. - Monitor customer health, engagement, adoption, and value realization metrics to identify opportunities and risks. - Serve as the voice of the customer and advocate for customer needs across M-Files. - Retention, Growth & Risk Management - Proactively identify renewal and retention risks and lead cross-functional mitigation efforts. - Partner with Account Executives to identify expansion opportunities and support customer growth initiatives. - Monitor and manage key customer success metrics including customer engagement, adoption, satisfaction, advocacy, renewal risk, and annual recurring revenue. - Promote customer advocacy and identify opportunities for customer references, case studies, and success stories. - Cross-Functional Leadership - Partner with Customer Support, Professional Services, Product Management, Product Development, Marketing, and Sales teams to drive successful customer outcomes. - Lead complex customer escalations and facilitate resolution across internal stakeholders. - Provide customer insights and feedback to influence product improvements, customer programs, and business priorities. - Contribute to the development and continuous improvement of Customer Success methodologies, playbooks, and best practices. - Mentorship & Team Contribution - Provide mentorship, coaching, and guidance to Customer Success Managers and other team members. - Share best practices and lessons learned across the Customer Success organization. - Support onboarding and development of newer team members. - Contribute to strategic Customer Success initiatives and operational improvements. Qualifications - Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing SaaS role. - Experience managing strategic, enterprise, or complex customer relationships. - Experience conducting Executive Business Reviews and engaging with executive-level stakeholders. - Strong understanding of SaaS business models, subscription renewals, customer adoption, and retention strategies. - Strong business acumen with the ability to align customer objectives to measurable business outcomes. - Exceptional verbal, written, presentation, and relationship management skills. - Strong organizational, project management, and stakeholder management capabilities. - Ability to influence and lead through collaboration across multiple teams and functions. - Strong analytical and problem-solving skills. - Experience mentoring, coaching, or informally leading peers. - Experience working with CRM systems, customer success platforms, and customer health methodologies. Nice to Have - Experience with Enterprise Content Management, Information Management, or related technology solutions. - Experience in the Professional Services industry. Benefits - As a remote-enabled company, our employees enjoy the flexibility to establish their own life/work balance. - 10 paid holidays annually. - Unlimited PTO. - Matching 401K Plan (25% of employee's contribution up to the IRS max). - Health insurance (PPO and HDHP/HSA plans offered). - Dental insurance. - Vision insurance. - Life insurance (1x employee salary). - Short-term disability (employer paid). - Long-term disability (employer paid). - Flexible Spending Plan (medical and dependent).

• Responsible for scheduling CRM campaign sends through the Dito platform across multiple communication channels, such as email, SMS, WhatsApp, mobile push and browser push; • Create audiences and segmentations based on criteria such as purchase history, preferences, behavior, demographics and other relevant factors; • Operationally execute the campaign calendar planned by the CRM team for La Moda’s three brands: Lança Perfume, Lança Perfume Easy, and My Favorite Things; • Prepare and present campaign briefings for the brands’ CRM channels; • Support the implementation and improvement of CRM journeys and automations; • Work collaboratively with the CRM team and partner teams such as Marketing, E-commerce, Retail, Loyalty, Media and related areas; • Assist with operational tasks and requests within the department.

• Relationship cultivation: Lead the development and nurturing of strong, long-term relationships with our existing customer base. • Strategic partnership: Drive strategic agendas and initiatives in collaboration with our clients. • Effective communication: Serve as the primary point of contact for customer inquiries, concerns, and strategic discussions, using outstanding verbal and written communication skills. • Innovative problem-solving: Bring an entrepreneurial mindset to identify creative solutions and continuously improve customer outcomes. • Collaborative excellence: Work closely with cross-functional teams to ensure seamless delivery and customer success. • Local presence: Based in São Paulo, Brazil, you will be Jitterbit’s local representative for our LATAM clients.