We are looking for an experienced Customer Success Manager to join our team, working on a hybrid basis from our São Paulo office and from home. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 3 to 6 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Prism Analytics is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Prism Analytics, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Own key projects end to end, coordinating stakeholders and ensuring successful delivery.
- Identify capability gaps and contribute to hiring and team development.
- Build alignment across stakeholders and resolve competing priorities constructively.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Contribute to process and tooling improvements that make support faster and better.
- Track account health and identify opportunities for expansion and advocacy.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Plan and manage your workload to balance quality, speed and competing demands.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Represent the team and the company professionally in internal and external interactions.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
What we're looking for
3-6 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Prism Analytics, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
Education
Bachelor's degree in Business Administration