Customer Success Manager - Portuguese speaking
Formalize ApS
Are you ready to turn customer relations into long-term success stories? Join Formalize as a Customer Success Manager and help our customers experience the full power of our platform.
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About the Role & Team
As a Customer Success Manager at Formalize, you’ll guide customers through the post-onboarding journey, driving measurable outcomes and long-term value from the platform. Your mission is to maximize adoption, deliver tangible results, and build lasting customer partnerships.
You’ll ensure a smooth handover from implementation, aligning on goals and priorities to maintain momentum. Acting as a strategic advisor, you’ll translate business objectives into practical use cases, provide best-practice guidance, and coach customer teams to achieve success.
You’ll identify growth opportunities, manage renewals, and ensure that value is clearly demonstrated and expanded over time. As the customer’s voice within Formalize, you’ll share insights and feedback that shape product development and improve how we operate.
Success in this role means customers who achieve outcomes faster, adopt more deeply, renew confidently, and advocate for Formalize, while our platform and processes evolve through your impact.
What you will do
- Own the post‑implementation relationship and ensure a smooth, goal‑aligned handover with the CEM.
- Serve as the customer’s trusted advisor and primary product authority, enabled use cases and translate objectives into platform, coach champions and teams.
- Educate and guide platform use by pointing to the most relevant guides and the Knowledge Hub, contextualizing resources, and creating learning paths for independent mastery.
- Co‑create success plans with clear outcomes and milestones; guide deeper and broader adoption tied to measurable results.
- Own renewals; qualify and drive expansions tied to clear value; manage churn risks with targeted save plans.
- Contribute to product and knowledge evolution: funnel insights to Product/Enablement with impact/priority.
- Own projects to improve CS tools, playbooks, and cross-team processes.
What you bring
- 2+ years experience in Customer Success positions, preferably in a B2B SaaS environment.
- Solid understanding of SaaS architecture, cloud technologies, and integration work
- Customer empathy with an advisory posture that keeps value creation central.
- Strong communication skills, able to explain complex technical topics to both technical and non-technical audiences.
- Comfort operating across SMB and Enterprise, with tailored cadences and stakeholder maps.
- Ability to co‑create success plans, drive a structured operating cadence, understand customer needs and promote platform adoption.
- Hands-on problem-solving ability with a proactive, customer-first mindset.
- Ability to cooperate cross functionally and prioritize effectively.
- Curiosity about compliance, risk management, and LegalTech.
- Native Portuguese skills.
Nice to have
- Familiarity with GRC frameworks (ISO 27001, NIS2, DORA) or compliance-driven organizations.
- Proficiency with digital tools for training, documentation, and workflow management (e.g., Notion, HubSpot, or similar).
- Experience shaping learning paths, creating guides, or leading customer workshops.
What do we offer you?
- Thorough pre- and onboarding to set you up for success
- A culture of ownership, trust, and independence with the support you need
- Continuous development through bi-annual growth talks and weekly check-ins
- Great benefits, including lunch, health insurance, and social events
- A strong team spirit where we celebrate wins and enjoy time together across offices
- Our annual Global Summit, where the whole company meets and connects
Our recruitment process
- Send your application and upload relevant information
- 15-30 minutes online interview with our Talent Acquisition team
- 45-minute online interview with our Team Lead Customer Success
- Completion of Personality Assessment & Case Presentation
- 60 minutes in-person final interview with our Team Lead Customer Success & CCO
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