[Hiring] Customer Success Manager @BotCity

Role Description

The Customer Success (CS) Manager will maximize product utilization and retention for Sentinel's enterprise accounts through proactive support and strong, multi-threaded relationships, and will also support Orquestrador (Platform) accounts as needed. In this role, they will build the first version of Sentinel's CS playbook — onboarding, health scoring, QBR structure, and escalation paths — and establish a structured feedback loop that surfaces real customer pain and usage evidence to Product and Engineering. The ideal candidate is a senior CS operator with enterprise B2B and international account experience, who acts as a thought partner to technical stakeholders rather than a support agent, and is comfortable building process from scratch in an ambiguous, 0→1 environment. This role will be part of the current Customer Success team.

Responsibilities

• Own the relationship for all enterprise Sentinel accounts as their single point of contact, orchestrating Product, Support, and Sales touchpoints so the customer experiences one BotCity.
• Multi-thread each account across its buying/engagement committee (IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC), avoiding single-threaded relationships.
• Run onboarding, QBRs, and health checks, and prepare the data and ROI narrative for each QBR as core CS-owned deliverables.
• Identify expansion timing and renewal risk early, handing off commercial negotiation and pricing decisions to Sales.
• Design and implement the first version of the Sentinel CS playbook, including onboarding, health scoring, and escalation paths.
• Recognize when a regional account has a path to a global rollout and escalate to HQ stakeholders accordingly.
• Direct technical issues to Support/Product rather than resolving them directly, while owning the customer communication throughout.
• Act as the structured voice of the customer to Product, bringing real pain points and usage evidence without committing to unbuilt features.
• Report account status, expansion progress, and risk to CS and Sentinel leadership on a regular basis.

Qualifications

• Bachelor's degree or equivalent experience in Business, Technology, or a related field.
• Proven track record (4+ years) in Customer Success or Account Management with enterprise B2B customers, in a High Touch/consultative model.
• Experience owning international or globally-present enterprise accounts, not limited to domestic or LATAM-only customers.
• Comfortable multi-threading across senior technical stakeholders, including IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC.
• Experience building or standing up a CS process, playbook, or motion from scratch at an early-stage product.
• Comfortable owning core CS metrics (NRR, expansion, churn, TTFV, Time to Activation) and reporting against them.
• Prior experience in an early-stage, high-growth, fast-paced startup environment.
• Proficient in Customer Success software and tools, such as HubSpot.
• Experience working with MS Office/Excel, Google Suite, and Notion.
• Comfortable leveraging AI tools for account research, deal strategy, and efficiency.
• Ability to travel as needed to support events, visit customers, and meet the team.
• Portuguese - Fluent.
• English - Fluent.

Preferred Qualifications

• Familiarity with security/compliance concepts, such as vulnerability management and governance frameworks.
• Prior experience in Cybersecurity, GRC (Governance, Risk, and Compliance), or compliance-adjacent software implementation.
• Experience managing customers with a focus on on-premise products.
• Spanish - Advanced.