Semos Cloud builds enterprise HR technology and AI agents for recognition and rewards, employee communications, listening, Total Rewards and AI-enabled people management. Our solutions operate in complex HR ecosystems, including SAP SuccessFactors, Workday and Oracle HCM environments. We are hiring a Customer Success Manager who can own customer outcomes after the sale, not simply respond to tickets or schedule check-ins.
You will be the primary relationship owner for a portfolio of enterprise customers, partnering with customer HR, HRIS, IT and business stakeholders to accelerate adoption, demonstrate measurable value, protect renewals and identify opportunities to expand the relationship.
· Enterprise portfolio: Serve as the accountable post-sales contact; maintain stakeholder maps, executive relationships and clear account priorities.
· Onboarding and time-to-value: Coordinate implementation handoffs, launch plans, customer enablement, milestones and follow-through across internal teams.
· Success plans: Agree on business objectives, measurable KPIs, owners and timelines with each customer; review progress and adjust plans.
· Adoption: Analyze usage and engagement by customer segment; deliver targeted training and interventions that improve sustained product utilization.
· Customer health and risk: Combine product, support and stakeholder signals to spot churn risks early; document and execute recovery plans.
· Executive business reviews: Lead structured customer reviews showing outcomes, adoption gaps, recommendations and the next joint actions.
· Retention and growth: Own renewal readiness and collaborate with Sales on commercial renewals, upsell and cross-sell opportunities supported by customer needs.
· Cross-functional execution: Coordinate Sales, Product, Engineering and Support; escalate blockers with context, owners and deadlines without losing accountability.
· Voice of customer and advocacy: Capture actionable feedback and identify appropriate customers for references, testimonials, referrals and case studies.
· Reporting: Keep customer records current and report health, adoption, outcomes, renewal risks and growth opportunities.
· 3+ years of hands-on B2B SaaS Customer Success, account management or post-sales ownership, including direct responsibility for an ongoing customer portfolio.
· Demonstrable experience managing complex mid-market or enterprise customers with multiple stakeholders; exposure to large, distributed organizations is strongly preferred.
· Concrete examples of improving adoption, rescuing at-risk accounts, supporting renewals and/or uncovering account expansion, not just reporting satisfaction.
· Experience leading customer onboarding, live training and outcome-focused business reviews.
· Ability to interpret SaaS usage and customer-health data and translate it into practical account action plans.
· Professional English for independent customer calls, written updates and executive presentations; professional Spanish for work with Colombia/LATAM stakeholders.
· Professional fluency in Portuguese (considered a plus)
· Comfort owning difficult customer conversations, coordinating technical teams and following through without close supervision.
Enterprise HR tech / HCM, employee experience, recognition, rewards, engagement, employee communications or people analytics; SAP SuccessFactors, Workday or Oracle HCM ecosystems; multi-product SaaS portfolios and commercial expansion within existing accounts.
Customer retention and renewal readiness; adoption and utilization; documented customer outcomes and time-to-value; reduction of unresolved account risks; quality of executive reviews; qualified expansion opportunities and accuracy of account reporting.
You will collaborate with colleagues and customers across time zones. Working-hours overlap and customer meeting coverage will be discussed during the process. We value initiative, accountability, direct feedback and the ability to work across a relatively flat, hands-on organization.