Client Success Manager – CX

Location: Remote — Brazil

Type: Full-Time Contractor

Schedule: Monday–Friday, with consistent overlap with U.S. business hours

Compensation: Competitive based on location and experience.

We’re looking for an experienced Client Success Manager – CX to take a leadership role across our agency’s client accounts and customer experience function.

The individual who fills this role is responsible for the success of the clients they oversee. Our quality of work and client happiness is essential to our business and our CSM’s make that happen.

This is a hands-on, client-facing leadership position. You’ll manage client relationships and CX initiatives while also helping lead, train, develop, and support members of our CX team.

You’ll be expected to confidently lead calls with clients, present performance and recommendations, identify opportunities for improvement, and turn client goals into clear priorities for the team.

We’re looking for someone who is a critical thinker, self-directed learner, strong communicator, and compassionate leader. You should be comfortable taking ownership, figuring things out independently, and using data to guide decisions and establish measurable goals.

You’ll work across multiple eCommerce brands and help lead projects involving helpdesks, AI tools, automations, workflows, SOPs, migrations, reporting, and other CX initiatives.

• Serve as a trusted point of contact for select client accounts
• Build strong relationships with U.S.-based clients
• Confidently lead client calls and presentations
• Gather, analyze and present CX performance, data, challenges, opportunities, recommendations, and next steps
• Understand each client’s brand, customer journey, policies, goals, and CX standards
• Handle escalated or complex customer and client situations when needed
• Identify recurring issues and proactively recommend solutions
• Turn client goals into clear priorities and action items for the team
• Communicate clearly with clients about projects, performance, blockers, timelines, and next steps
• Take ownership of problems and drive them toward resolution
• Understand our services offered and Identify opportunities to increase client scope

• Help lead and manage CX team members across multiple client accounts
• Train and onboard new team members
• Lead with compassion while maintaining clear standards and accountability
• Coach team members on communication, problem-solving, brand voice, and CX best practices
• Review team performance, quality of work and efficiencies
• Provide clear, constructive, and actionable feedback
• Understand and manage team’s output and proper time tracking
• Identify skill gaps and opportunities for additional training
• Create training materials, SOPs, and documentation
• Delegate work effectively and ensure responsibilities are completed
• Help establish standards and accountability across the CX team
• Lead by example and step in when the team needs additional support

• Pull, understand, and interpret CX performance data
• Identify trends, problems, and opportunities within the data
• Turn data into clear insights and recommendations
• Confidently present data and performance to clients
• Establish measurable, data-driven goals
• Track progress toward goals and identify areas for improvement
• Use data and critical thinking to guide decisions and recommendations

• Lead and support CX implementations and process improvements
• Set up and optimize helpdesk workflows, tags, macros, rules, and automations
• Assist in CX adjacent tool buildout such as subscription and loyalty platforms
• Assist in CX adjacent brand community building efforts
• Lead or assist with helpdesk migrations and platform changes
• Implement and optimize AI-powered CX tools, chatbots, and automated workflows
• Scope, test, QA, and roll out new CX initiatives
• Create and maintain SOPs and operational documentation
• Identify inefficiencies and recommend improvements across client accounts
• Independently learn new tools, systems, and processes when needed

• Manage multiple client accounts, projects, and priorities simultaneously
• Coordinate with internal teams to keep projects moving
• Support launches, migrations, audits, and special client initiatives
• Track action items and ensure commitments are followed through
• Proactively identify and solve problems rather than waiting for someone else to flag them
• Adapt quickly as client and agency priorities change
• Comfortable working with and overseeing your teams’ project management and time tracking tools

• MUST SPEAK ENGLISH FLUENTLY — excellent spoken and written English is required
• 3–5+ years of experience in client success, account management, customer experience, CX operations, eCommerce support, or a related role
• Previous experience leading, supervising, training, or mentoring a team
• Proven ability to train people and improve team performance
• Excellent client-facing communication and presentation skills
• Comfortable confidently leading calls with U.S.-based clients
• Strong critical-thinking and problem-solving skills
• Ability to learn new tools, systems, processes, and concepts independently
• Ability to lead a team with compassion while maintaining accountability
• Comfortable pulling, understanding, interpreting, and presenting performance data
• Able to use data to establish goals, measure performance, and guide decisions
• Experience managing multiple accounts, projects, and priorities
• Highly organized, dependable, and accountable
• Comfortable giving feedback and holding team members accountable
• Able to work independently and take ownership without constant supervision

Hands-on experience with eCommerce CX platforms is highly preferred, such as:

• Helpdesks: Gorgias, Zendesk
• Subscriptions: Recharge, Stay AI, Skio
• Loyalty: Yotpo
• Reviews: Okendo, Yotpo
• AI support tools, automations, and chatbots

• Experience leading a remote CX team
• Experience with Gorgias implementations or migrations
• Experience implementing AI-powered CX tools
• Experience with Shopify and DTC/eCommerce brands
• Previous agency or startup experience
• Experience creating training programs, SOPs, and QA processes
• Experience managing U.S.-based clients

A video submission + resume are REQUIRED to be considered for this position. Applications without a video will not be considered.

This is a highly client-facing role. The person we hire will regularly lead calls, present information and performance, make recommendations, and represent our agency directly with clients.

Please submit a short video introducing yourself and explaining:

• Why you believe you would be a good fit for this role
• How you approach solving problems and learning new things independently
• 1 example of a success story at a previous role

We’ll use the video to evaluate your English fluency, communication skills, confidence, professionalism, critical thinking, and presentation ability.

Email to with the subject line Client Success Manager – CX Application