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.

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