Customer Success Manager - Events Services

Huzzle · Brazil · posted today ago

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About this role

About Huzzle

At Huzzle, we connect high-performing B2B sales professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top sales talent to full-time remote roles where they’re hired directly into client teams and provided ongoing support by Huzzle.

Role Type: Full-time

Engagement: Independent Contractor

Job Summary

As a Customer Success Manager, you will be the primary architect of the customer journey, ensuring every client realizes the full potential of our platform. You aren’t just a point of contact; you are a strategic partner responsible for driving adoption, fostering long-term loyalty, and turning users into vocal advocates. If you are a data-driven communicator who thrives on hitting clear performance benchmarks and thrives in a fast-paced SaaS environment, this is your opportunity to make a measurable impact on our growth.

Key Responsibilities

Onboarding Excellence: Lead new customers through a seamless setup process, ensuring 100% completion of onboarding milestones within the first 30 days.
Relationship & Success Management: Develop tailored success plans for a portfolio of key accounts, guiding 80% of customers to meet critical milestones within their first 90 days.
Product Adoption & Training: Serve as a product expert, providing ongoing enablement to ensure at least 90% of customers are leveraging key platform features.
Revenue Growth: Identify upselling and expansion opportunities to achieve a monthly net revenue retention (NRR) of 9.2% or higher.
Retention & Support: Act as the voice of the customer, resolving escalated tickets within 48 hours and maintaining a monthly customer retention rate of 99.6% or higher.
Advocacy & Content: Drive brand visibility by securing at least three customer reviews per month and drafting monthly case studies that highlight client wins.
Product Feedback Loop: Translate customer pain points into actionable insights for the product team, directly influencing the future of the platform.

Requirements

1+ years of experience in sales, customer success, account management, or client services within a SaaS environment.
Proven track record of building strong B2B relationships and managing a diverse account portfolio.
Technical proficiency with the ability to master complex software and explain it simply to non-technical users.
Ownership mentality with a proactive approach to problem-solving and project management.
Data-driven mindset with experience tracking KPIs and using analytics to drive decision-making.
Excellent verbal and written communication skills.
Deep empathy for the customer experience and the ability to adapt to changing priorities

Nice-to-Haves

Experience working in a high-growth startup environment.
Proficiency with CRM tools such as Salesforce or HubSpot.
Experience with dedicated Customer Success platforms like Gainsight or ChurnZero.
Familiarity with established Customer Success methodologies.