Client Success Manager- Brazil

General Description

The Client Success Manager is responsible for managing the onboarding and successful implementation of all Forwood solutions, including CRM, Risk, Safety+, and Compliance+. This role ensures clients achieve their desired outcomes by leveraging Forwood’s products and services while building strong relationships to enhance client satisfaction, retention, and long-term success. The Client Success Manager plays a pivotal role in driving value for clients throughout their engagement lifecycle.

Main Responsibilities

• Lead client onboarding and implementation, ensuring a smooth transition from contract signing to successful adoption of our SaaS solutions.
  
• Plan and manage implementation projects, including onboarding timelines, milestones, deliverables, and client communications to ensure projects are completed on schedule.
• Deliver product training, workshops, and onboarding sessions to help clients confidently adopt and maximize the value of our platform.
• Build and maintain strong client relationships by acting as the primary point of contact, conducting regular check-ins, and understanding business needs.
• Drive customer success and retention by proactively identifying challenges, improving client satisfaction, encouraging product adoption, and identifying opportunities for account growth.
• Collaborate with Product, Technical Support, and Marketing teams to resolve customer issues, share client feedback, and continuously improve the customer experience.
• Create and maintain customer documentation, including onboarding guides, knowledge base articles, and best practices to support both clients and internal teams.

Key Requirements

• Bachelor's degree in Business, Project Management, or a related field.
  
• 3+ years of experience in Client Success, Customer Success, Project Implementation, or Account Management.
• Experience in a SaaS or enterprise software environment.
• Strong project management and stakeholder management skills.
• Excellent communication, presentation, and problem-solving abilities.
• Experience delivering customer onboarding, training, and change management initiatives.
• Customer-centric, proactive, and able to manage multiple client projects simultaneously.
• Fluency in Portuguese, English, and Spanish.