Customer Success Manager - Brazil

About Group-IB

Founded in 2003 and based in Singapore, Group-IB builds cybersecurity solutions that help investigate, stop, and prevent digital crime. The company’s work is deeply centered on combating cybercrime and supporting businesses, individuals, and law enforcement agencies. Its Digital Crime Resistance Centers operate across the Middle East, Europe, Central Asia, and Asia-Pacific to assess and respond quickly to regional threat patterns and strengthen global cybercrime prevention efforts.

About the Role

This is a mid-level Customer Success Manager position for professionals with 3 to 5 years of experience. The role is people-oriented and focused on improving the customer journey while helping clients achieve their goals and supporting business growth. The ideal candidate is open-minded, relationship-driven, and comfortable solving problems while delivering a strong customer experience.

Key Responsibilities

• Support customer onboarding through training sessions, regular check-ins, and ongoing guidance within the Unified Risk Platform scope.
• Build, maintain, and revise project plans so customer work stays organized and on schedule.
• Coordinate closely with customers and internal teams to keep day-to-day workflows running smoothly.
• Identify possible issues early and resolve them before they affect customer satisfaction.
• Keep customers informed about relevant updates, trends, product features, and project developments.
• Serve as the main point of contact for customer queries and handle escalations and challenges effectively.
• Develop useful support materials and take proactive steps to ensure project continuity.
• Monitor customer satisfaction through surveys and feedback discussions.
• Partner with the team lead to enhance customer experience for TI/DRP and ASM accounts.
• Manage internal customer-experience improvement initiatives, including feedback collection, organization, and work with the Customer Journey Map.

Requirements

• 3 to 5 years of professional experience, ideally in cybersecurity or a technical environment.
• Basic understanding of Cyber Threat Intelligence, Digital Risk Protection, and Attack Surface Management within information security systems.
• Strong verbal and written communication skills for clear interaction with customers, colleagues, and partners.
• Ability to run internal projects that improve customer experience and organize feedback effectively.
• Higher education, with preference for a technical degree.
• Professional fluency in Portuguese and English; Spanish will be considered an advantage.
• CV must be submitted in English.

Why This Role Stands Out

• Work on high-impact cybersecurity challenges that help disrupt active cybercrime operations and protect critical infrastructure.
• Be part of a globally distributed team with opportunities to grow into technical specialization, leadership, or relocation across multiple regions.
• Company-sponsored professional certifications, including CEH, CISSP, OSCP, and other specialist credentials in forensics and penetration testing.
• Opportunity to contribute to a recognized Unified Risk Platform used across threat intelligence, digital risk protection, attack surface management, and managed XDR.
• Join an international workplace with diverse backgrounds, languages, and perspectives, united by a mission to fight cybercrime.
• The organization places importance on employee wellbeing and job satisfaction alongside performance.

Additional Information

This is a full-time, onsite role based in São Paulo, São Paulo, Brazil. The role is described as mid-level and best suited to candidates with 3 to 5 years of experience.