Customer Success Account Manager (CSAM)

Role Overview

The CSAM owns the customer’s success plan end to end, translating business priorities into a governed program of work that is delivered and measured. They are accountable for executing everything that was promised, defining scope with sponsors, breaking the roadmap into engagements, and protecting the critical path.

What You Will Do

The CSAM will own and maintain the customer’s success plan and delivery roadmap, act as the single accountable point of contact for critical escalations, govern technical health, and drive remediation to closure. They will also define scope, objectives, and acceptance criteria for every engagement, sequence the roadmap against the customer’s business calendar, and maintain a live risk and issue register.

Why It Might Be a Fit

This role requires a proven track record managing large enterprise or public-sector accounts, leading critical escalations with executive exposure, and owning the outcome through to preventive action. The CSAM will build the credibility and pipeline without which renewal and continued investment do not happen.

Requirements

• Bachelor’s Degree in Business, Sociology, Psychology, Computer Science or related field
• 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• Proficiency in written, reading, and conversational Brazilian Portuguese and English
• Microsoft or competitor equivalent certification in relevant technologies
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
• Project Management Institute (PMI) or equivalent Project Management certification
• Prosci or equivalent certification
• Proven track record managing large enterprise or public-sector accounts
• Experience leading critical escalations with executive exposure
• Track record of owning or materially influencing a commercial number
• Experience running multi-workstream programs with formal governance, milestones, and risk management