Customer Success Manager
Manages adoption and long-term success for strategic Latin American customers by creating tailored enablement plans, delivering training, and partnering cross-functionally on growth and retention. Requires 4+ years of relevant SaaS customer-facing experience and fluency in Portuguese, Spanish, and English.
About the job
Responsibilities
- Manage the adoption journey for a portfolio of large, strategic customers.
- Understand customer goals and success metrics, using product data to inform proactive engagement strategies that lead to measurable value delivery.
- Document proactive engagement strategies in high-quality, bespoke enablement plans.
- Share best practices, use cases, and product expertise to help teams unlock the full value of Figma.
- Build trusted relationships with stakeholders across roles and departments, from individual contributors to senior leaders.
- Identify and empower internal champions who can advocate for Figma within their organizations.
- Collaborate with Account Executives on account reviews, expansion opportunities, and renewal-risk mitigation.
- Deliver live and scalable training sessions customized to customer maturity and needs.
Requirements
- 4+ years of experience in Technical Account Management, Technical Customer Success, Customer Success, Customer Enablement, Account Management, or a relevant customer-facing SaaS role.
- Excellent communication skills and the ability to connect with a wide range of customer personas.
- Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption.
- Track record of driving impactful outcomes, adapting to evolving customer needs, and collaborating effectively with cross-functional teams.
- Written and spoken fluency in Portuguese, Spanish, and English.
Nice-to-haves
- Experience using Figma or working with design and collaboration tools.
- Background in UX/UI, Design Ops, or frontend development.
Skills
SaaS, Customer Success, Technical Account Management, Account Management, Product Adoption, Customer Enablement, Ux/Ui, Design Ops, Frontend Development, Figma
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