About Us
Appdome is a fast-growing SaaS company specializing in innovative security, defense, anti-fraud and anti-bot solutions for mobile applications. We provide enterprise customers with cutting-edge AI-driven technology with a no-code solution and platform for building, releasing, monitoring, and managing Appdome-protected mobile applications. We are seeking a driven and results-oriented Customer Success Manager to join our team located in Brasilia, Brazil to partner with our Sales team.
In this role, you will focus on customer retention and growth by building trusted relationships, understanding customers’ security objectives, and driving successful renewals and expansions.
This role requires strong, hands-on experience managing Government and Public Sector accounts in Brazil, including navigating complex public procurement environments, long sales and renewal cycles, and strict compliance requirements. The ideal candidate understands how Brazilian government entities operate, how decisions are made, and how contracts and purchasing processes are executed.
The ideal candidate is a proactive communicator with strong interpersonal skills and a solid technical foundation. You excel at managing complex enterprise relationships — particularly within government organizations — and you thrive in a dynamic environment that demands collaboration across teams and effective engagement with stakeholders via phone, email, and in-person interactions.
Responsibilities
- Build strong relationships with all your customers, from operational teams to senior executives, with a strong focus on Brazilian government and public sector accounts.
- Regularly engage with customers to understand their business objectives, security priorities, decision-making processes, budgeting cycles, and public procurement timelines.
- Navigate and manage government contracting structures, including contract extensions, amendments, renewals, and scope changes in compliance with public sector regulations.
- Collaborate closely with the Customer Organization, including the APAC team, peer CSMs, Enablement and Onboarding, and Service Delivery teams, to deliver exceptional value to customers.
- Actively manage administrative purchasing processes, including coordination with procurement, legal, and finance teams on both customer and internal sides.
- Identify expansion and upselling opportunities, ensuring alignment with customer strategy and public sector procurement rules, and build a strong pipeline to drive future growth.
- Serve as a strong advocate for your customers, proactively addressing issues while maintaining high customer satisfaction and trust, especially in high-visibility government accounts.
- Become a subject matter expert on all Appdome offerings and introduce new products and solutions across your entire customer portfolio.
- Drive pipeline creation and close expansion sales each quarter, consistently growing your portfolio’s ARR.
- Manage timely renewals, including complex government renewal processes, maintaining the current exceptionally low churn rate.
- Travel regularly to meet with customers and attend conferences, strengthen relationships, and stay informed about industry and public sector trends.
- Collect and share valuable customer feedback, including NPS insights, reviews, case studies, and government references where applicable.
The ideal candidate should be a proven customer relationship builder with a strong track record of learning new technologies and hitting quota. They must be comfortable working with government stakeholders, demonstrate credibility at executive levels, and be confident in navigating formal, regulated environments.
They should have a proven ability to investigate and resolve obstacles to closing deals, particularly those related to contracts, compliance, and procurement processes.
Must Have
- 5+ years of experience managing enterprise customers, with mandatory experience handling Government / Public Sector accounts in Brazil.
- Demonstrated experience working with Brazilian government entities, including procurement, legal, and administrative processes.
- Proven experience managing government contracts, renewals, extensions, and commercial negotiations within public sector frameworks.
- Strong understanding of public purchasing processes, RFPs, contract approvals, and internal administrative workflows.
- 5+ years of experience in quota-carrying, customer management roles in a high-tech environment with demonstrable quota achievement.
- Bachelor’s degree in a related field.
- Clear ability to summarize complex technical and contractual issues and align them with business requirements.
- Understanding Customer Success, SaaS, and Information Security (mobile application security highly regarded).
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent follow-up, communication, and presentation skills, especially in formal and executive-level environments.
- Self-learner with strong attention to detail, capable of multitasking in complex, regulated environments.
- Successful experience in both start-up and large enterprise environments.
- Completed sales training with a pipeline management methodology.
Appdome is committed to fair and equitable compensation practices.
The base pay range for this role is posted above. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include a performance bonus, stock, benefits, and/or other applicable incentive compensation plans.
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need.
