Customer Success Manager

Job Title: Customer Success Manager

Location(s): Sao Paulo, Brazil

Application Deadline: April 23, 2025

About Springer Nature Group (must be included on all adverts)

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup

About the Brand

Macmillan Education provides world-class content in the most relevant, engaging and flexible formats to support students, teachers and institutions in lifelong learning. Visit macmillaneducation.com and follow @MacmillanEducation / @MacmillanELT

About the Role

The Customer Success Manager (CSM) is responsible for all aspects of the customer journey, ensuring the attraction of new customers, as well as retention and satisfaction throughout the entire cycle.
The CSM should be in our São Paulo office at least twice a week and work from home and should be ready to travel across Brazil to visit Macmillan customers.

Role Responsibilities:

Customer Experience Scope:

• Understand and propose improvements in the adoption and usage process in our ELT market.
• Manage commercial processes, procedures, and business rules for both open and public markets.
• Develop, execute, and control annual sales plans, overseeing the data team (Power BI).
• Plan the direct and indirect operational strategies for sales, including the management of product portfolios, stocks, negotiations/margins, as well as cost management, competitor analysis, consumer behavior, and pricing.

Sales Scope:

• Directly participate in and act at customer prospecting fairs (BETT, EDUC, SINEPs, BRAZTESOL, etc.).
• Negotiate with current and future distributor and/or publisher partners with a focus on engagement, business growth, and profit margins.
• Assist, support, and lead sales teams across Brazil – comprising 3 supervisors and 8 sales representatives.
• Oversee supervisor representatives during school visits and promote sales campaigns.

Experience, Skills & Qualifications:

Essential:

• Market Analysis, CRM Tools, and Data
• Sales Techniques and Negotiation
• E-commerce Management
• People Management and Engagement
• Proficiency in English at B2+ level and Spanish at A2+ level

Desirable:

• Stock Management
• Knowledge of Content Production
• Costs and Pricing Models
• Market Research (Benchmarking)

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here: Diversity, Equity, and Inclusion

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit career opportunities.

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Job Posting End Date:
April 23, 2025