Customer Success Manager Brazil

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses, citizens, and support law enforcement operations.

Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.

Each of us can help make the world a safer place. Join us!

About The Role

It is a mid-level position; we are open to professionals with 3 to 5 years of experience.

The customer success manager is a dynamic, people-focused role in which candidates have the opportunity to make a meaningful impact on the development of our customers’ journey.

As a CSM, this person will empower customers to achieve their goals while directly contributing to the company’s growth and success. We require talented, open-minded and skilled people who enjoy building relationships, problem-solving, and delivering exceptional customer experiences.

Your Mission

• Help customers get started with smooth onboarding, training sessions, and regular check-ins within the URP scope (URP = Unified Risk Platform).
• Drive resolution of client requests and technical problems. Lead the path from issue identification to confirmed closure.
• Ensure clients are fully utilizing the URP platform. Guide them through features, use cases, and platform updates.
• Create and update project plans to keep everything on track with your customers.
• Stay connected with customers and your team to ensure workflows run seamlessly.
• Spot and solve potential issues early to keep customers happy and engaged.
• Share updates about new trends, features, or anything exciting related to their projects.
• Be the go-to person for customer questions and tackle any challenges that come up.
• Prepare helpful materials and take proactive steps to ensure projects stay on course.
• Check in on customer satisfaction with surveys and feedback sessions.
• Work with the team lead to improve TI/DRP and ASM customer experience.
• Proactively monitor account health. Detect risks (underutilization, integration issues, satisfaction drops) before they become problems.
• Identify expansion and renewal opportunities. Support retention by demonstrating continuous value
  
  

What We Are Looking For

• Professionals with 3 to 5 years of experience, preferably in cybersecurity or technical areas.
• Basics of Cyber Threat Intelligence, Digital Risk Protection and Attack Surface Management class information security systems.
• Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners.
• Manage internal customer experience development projects (collecting and organising feedback and working with the Customer Journey Map).
• Higher education (preference is given to candidates with a technical degree).
• Fluency in Portuguese and English; Spanish is a plus.
• Please, send the CV in English.
  
  

What Sets You Apart

Group-IB is a global leader in cybersecurity technologies that investigate, predict, prevent, and fight digital crime. We help organizations reduce risk and protect trust. Trusted by governments, major industries, and law enforcement, we deliver adversary-focused, predictive threat intelligence and cyber fraud fusion solutions that detect, analyse, and mitigate regional and country-specific digital crimes.

• Work with real stakes. Group-IB investigates active cybercriminal groups, responds to breaches affecting critical infrastructure, and develops technologies used by law enforcement agencies including INTERPOL, Europol, and Afripol across 60+ countries. We've conducted 1,550+ cybercrime investigations alongside 600+ enterprise customers globally. When you join Group-IB, your work directly disrupts digital crime.
• Grow your way. Choose your own path: deepen your craft as a technical expert, step into leadership, move across to another team, or relocate to one of our Digital Crime Resistance Centers across the Americas, Europe, the Middle East & Africa, Central Asia, and the Asia-Pacific. Your growth is our growth — Group-IB's expansion across 60+ active country operations means real career acceleration.
• We fund professional certifications at company expense — whether you're pursuing CEH, CISSP, OSCP, or specialized certifications i