Customer Success Manager - EMEA

📋 Description

• • As a Customer Success Manager (CSM) at dLocal, you will be at the forefront of our mission to empower global companies to seamlessly collect payments across 40 diverse emerging markets. You will be instrumental in fostering and deepening long-term, strategic relationships with our valued clients, ensuring they maximize the benefits of dLocal's innovative payment solutions.
• • Your primary focus will be on understanding each customer's unique business objectives, payment processing needs, and growth aspirations within emerging markets. This deep understanding will enable you to proactively identify opportunities for them to enhance their conversion rates, streamline their payment operations, and expand their reach effortlessly.
• • You will act as the primary point of contact and trusted advisor for a portfolio of dLocal's key clients, guiding them through the entire customer lifecycle. This includes onboarding, adoption, ongoing engagement, and retention, ensuring a consistently positive and high-value experience.
• • A critical aspect of your role will involve developing and executing tailored success plans for each customer. These plans will outline key performance indicators (KPIs), strategic initiatives, and regular check-ins designed to drive measurable business outcomes and demonstrate the ROI of dLocal's services.
• • You will be responsible for monitoring customer health and proactively identifying potential risks or challenges. This includes analyzing usage patterns, support ticket trends, and client feedback to anticipate issues and implement preventative measures before they impact the customer's business.
• • Collaborating closely with internal teams, including Sales, Account Management, Product, and Engineering, will be essential. You will serve as the voice of the customer, relaying valuable feedback and insights to inform product development, service improvements, and strategic decision-making.
• • You will conduct regular business reviews (QBRs) with clients to showcase progress against their goals, highlight new features and opportunities, and reinforce the value dLocal provides. These reviews will be data-driven and focused on demonstrating tangible business impact.
• • Educating customers on dLocal's platform capabilities, new features, and best practices will be a key responsibility. You will empower them to leverage our solutions to their fullest potential, driving deeper adoption and satisfaction.
• • You will be expected to identify and nurture expansion opportunities within your existing customer base, working in tandem with the sales team to upsell and cross-sell additional services or solutions that align with their evolving needs.
• • Contributing to the continuous improvement of dLocal's customer success strategies, playbooks, and processes will be highly valued. Your insights and experiences will help shape how we deliver exceptional customer experiences across the EMEA region and beyond.
• • This role requires a proactive, results-oriented individual who is passionate about building strong relationships and driving customer advocacy. You will be a key player in ensuring our customers achieve their strategic objectives and experience unparalleled success with dLocal.
• • You will be a champion for dLocal's customer-centric culture, embodying our values of being builders, embracing challenges, and prioritizing customer needs in all interactions.
• • The ability to navigate complex, cross-functional projects and influence stakeholders both internally and externally will be crucial for success in this dynamic role.
• • You will contribute to building a robust knowledge base and sharing best practices with the wider customer success team, fostering a collaborative and learning-oriented environment.
• • Ultimately, your success will be measured by your ability to drive customer retention, expansion, and overall satisfaction, contributing directly to dLocal's growth and market leadership in emerging economies.