• 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.

Role Description An AI-Tech Company is transforming the way law firms manage immigration notices, deadlines, and case workflows through AI-powered automation. We help firms eliminate manual administrative work, reduce human error, and spend more time practicing law instead of processing paperwork. We're looking for a skilled, relationship-driven Customer Success Manager who loves building lasting partnerships, solving problems creatively, and helping customers get the most out of innovative technology. As a Customer Success Manager, you will own the customer relationship after implementation — serving as the primary point of contact to ensure exceptional support, maximum platform value, and continued growth. You will work closely with Product, Engineering, and Sales teams to advocate for customers, resolve issues quickly, and introduce new features as they launch. This is a high-impact role that directly influences customer retention, product adoption, and revenue growth. If you excel at building trust with clients, have experience navigating technical platforms, and can drive measurable outcomes while thriving in a fast-paced SaaS environment, this role is perfect for you. Qualifications - 3+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS environment (must-have) - Proven ability to manage a portfolio of accounts and drive measurable retention and expansion outcomes (must-have) - Exceptional written and spoken English communication skills with a polished, professional presence (must-have) - Strong technical aptitude with the ability to troubleshoot platform issues and liaise effectively with Engineering teams (must-have) - Experience conducting customer trainings, webinars, or onboarding sessions (must-have) - Proactive, detail-oriented, and highly organized with the ability to manage multiple accounts simultaneously (must-have) - Experience in legal tech, immigration, or law firm operations preferred - Familiarity with AI-powered platforms or workflow automation tools preferred - Experience with CRM platforms (HubSpot, Salesforce, or similar) preferred Requirements - Serve as the primary point of contact for assigned customer accounts, building long-term relationships with attorneys, administrators, and legal staff. - Conduct regular customer check-ins and business reviews to ensure customers are successfully using Clerq and achieving measurable value. - Monitor customer health scores and proactively address concerns before they escalate into problems. - Respond promptly to customer questions and technical issues, troubleshooting problems and gathering detailed information before escalating to Engineering. - Coordinate with Product and Engineering teams to ensure bugs are resolved efficiently and keep customers informed throughout the resolution process. - Track support trends and identify recurring issues to drive systemic improvements and reduce future ticket volume. - Train customers on new features and best practices, developing webinars, training sessions, and educational materials that drive self-sufficiency. - Help customers optimize their workflows using Clerq and encourage adoption of newly released functionality to maximize their ROI. - Identify opportunities to expand customer usage and introduce clients to new integrations, modules, and premium features. - Partner with the Sales team on upsell and expansion opportunities, generating referrals and customer testimonials wherever appropriate. - Collect and document customer feedback and feature requests, advocating internally for customer needs and helping prioritize product improvements based on impact. - Maintain accurate, up-to-date notes and account records within the CRM system to ensure visibility across all teams. Benefits - Competitive salary - Paid US holidays - Paid wellness days - Health & wellness allowance - Monthly profit sharing - Long-term placement with real growth - Continuous upskilling in AI, Operations, and Leadership - Dedicated success coaching and support through Assistantly

• Deliver a proactive client management strategy to encourage growth & retention with our merchant partners. • Identify & execute upsell and cross-sell opportunities across a broad portfolio to enhance client value and devise strategies to capitalize on them. • Provide prompt and effective support to address client needs and inquiries. • Conduct regular performance reviews and gather client feedback. • Collaborate with internal teams to resolve client issues and requests promptly. • Stay abreast of industry trends and market developments to anticipate client needs. • Collaborate cross-functionally to execute strategies to support clients. • Ensure alignment between client goals and internal priorities and deliverables. • Demonstrate resourcefulness and flexibility in navigating changing environments. • Maintain a thorough understanding of company products and services to provide accurate information and support to clients.

• Partner with Public Sector customers to translate pre-sales command plans and desired business outcomes into clear, actionable objectives • Guide customers on how to use the GitLab platform effectively, drawing on common best practices, DevSecOps principles, and typical Git workflows and branching strategies • Map and manage the customer journey, and coach customers on how to adopt new GitLab use cases over time • Act as the primary GitLab liaison for your customers, coordinating responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams • Own a defined book of business with responsibility for driving adoption, retention, expansion, and overall customer satisfaction • Stay current on GitLab releases and help customers understand and apply new features to their environments and use cases • Use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders