CSM Brazil/LATAM

📌 About the Role

Jus Mundi is looking for a Customer Success Manager to lead our expansion in Brazil and Latin America. As a CSM - Brazil/LATAM, you'll play a key role in driving customer adoption, satisfaction, and retention across the region. This is your chance to work at the intersection of law and technology, empowering legal professionals with AI-powered research tools that transform the international arbitration and investment law landscape. 🌍

This role is ideal for someone who is curious about AI, passionate about legal innovation, and excited to build lasting relationships with top law firms and legal departments across Latin America.

🙌 The Team

You'll be part of our Customer Success team, dedicated to ensuring our clients maximize the value of Jus Mundi's platform and achieve their legal research goals. Our team is known for its collaboration, proactive problem-solving, and customer-centric approach, and you'll have the opportunity to work with top professionals across product, engineering, sales, and legal operations.

As our CSM dedicated to LATAM, you'll help shape our regional customer success strategy and work closely with international teams while building strong local relationships.

🌟Your mission at Jus Mundi

Customer Onboarding & Activation

• Manage onboarding and lead kickoff calls to create success plans aligned with customer goals
• Deliver product training with a strong focus on AI features
• Drive customers to initial value milestones within agreed timelines

Ongoing Customer Management

• Serve as the primary point of contact for a portfolio of customers across Brazil and LATAM
• Conduct periodic business reviews and success planning sessions
• Track usage, engagement, and satisfaction metrics
• Collaborate with Support and Product to resolve issues and relay customer feedback internally

Retention & Upsell

• Monitor contract timelines and lead renewal conversations for designated accounts
• Identify and lead expansion conversations within assigned accounts
• Coordinate with Sales to contribute to expansion pipeline and revenue targets

Reporting & Documentation

• Keep CRM and CS tools up to date with account data, interactions, and status
• Provide regular reporting on account health, risks, renewals, and expansion opportunities

⚙️ Preferred Experience and Skills

• 3+ years of experience in legal tech, law firm environment, or legal services (associate level acceptable)
• Fluency in Portuguese, Spanish, and English (mandatory - you'll work with clients across LATAM and collaborate with international teams)
• Located in LATAM
• Full remote work capability with excellent communication skills

Essential Skills

• Strong interest and aptitude for AI - ability to understand, articulate, and train clients on AI-powered legal research tools
• Excellent relationship-building and communication skills with legal professionals
• Proactive, organized, and comfortable working autonomously in a remote environment
• Strong problem-solving mindset and customer-centric approach
• Ability to understand legal workflows and research needs (experience with international arbitration or investment law is a plus)
• Comfortable with CRM tools, data tracking, and reporting

Bonus Skills

• Prior Customer Success Management experience (not required but valued)
• Background in international law, arbitration, or investment law
• Experience with SaaS platforms or subscription-based business models
• Familiarity with legal research databases or legal technology tools

🔄 Interview process

We’re proud of our multicultural team representing 37 nationalities! To ensure smooth communication, please apply in English (CV and application form questions).

• Screening Call with Laurine, Talent Manager (30-min)
• Interview with Jessica, Head of CSM (1-hour )
• Business case interview with Bianca, Director Brazil, and Agustin, Account Executive LATAM (1H30)
• Team-Fit Interview with different team members from the Revenue team (30-45 min)
• Final HR call with Anna, VP of People, or Jean-Rémi, CEO (30-min)

Please note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check.

At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you’re early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day.