We are looking to hire a Customer Success & Implementation Lead (On-site, Brazil) to join our early yet executive CS team and play a key role in driving impact within one of our most strategic accounts.
This role is not about owning the account from a distance, but about making things happen on the ground. You will work closely with the Account Owner (Senior CSM) to bring strategy to life—embedding yourself with users, understanding their day-to-day challenges, and translating them into meaningful business outcomes.
You will act as the bridge between our customers, product, and internal teams: combining strong relationship-building skills with hands-on execution, leading implementations, driving adoption, and ensuring we deliver real, measurable value.
Responsibilities
- Build and manage strong relationships with both senior stakeholders (e.g., CHROs, VPs) and end users, acting as a trusted partner while ensuring users feel heard, supported, and engaged.
- Lead discovery and deeply understand client needs, translating user feedback and business context into actionable insights, clear scope, and measurable business impact.
- Own end-to-end project execution: define and manage implementation plans, timelines, and priorities; coordinate cross-functional teams; and ensure high-quality delivery from kickoff to go-live.
- Act as the voice of the customer internally, collaborating closely with Product and Tech, challenging assumptions when needed, and ensuring solutions align with real user needs.
- Drive adoption, value, and growth by leading trainings, handling objections, communicating progress and ROI (MBRs/QBRs), and identifying opportunities to expand impact within the account.
What we're looking for in Candidates
- Located in Sao Pablo, Brazil
- Fluent Portuguese and Spanish, native is a plus
- +3 years of experience in enterprise account management (e.g., Customer Success, Account Management, Business Development, or Consulting), combined with project management or technical implementation experience (e.g., TPM, Solutions, Implementation, Consulting).
- Strong ability to translate business needs into structured, technical solutions
- Excellent organizational and time management skills — ability to manage multiple projects simultaneously
- High attention to detail and strong documentation skills
- Strategic and analytical mentality
- Executive presence and communication abilities
- Strong leadership skills
- Experience working with cross-functional teams (e.g. Sales, Product, Tech, Marketing, Services)
- Fluent English Speaker is a plus
What we offer
- 🧑🏽💻 Flexible work culture with a hybrid model. We work towards goals, with an expectation to be in the office 2–3 times per week.
- 📈 Stock Options: Stock Options Package as part of your compensation package.
- 🏖️ Vacations: 3-weeks of vacation
- 🧑🎄 Holiday season: Week off between Christmas and New Years' eve
- 🩺 Health coverage: Up to $1500 per year for local health insurance coverage
- 💆 Physical Wellness program: we have partnered up with Gympass, a wellbeing platform that offers the best coverage of top gyms, studios, and activities for you to choose from
- 🇺🇸 English Lessons: Improve your English skills with our in-company teachers
- 📚 Internal library: Get all the free books - digital, physical - you like, anytime
- 🎁 Birthday Gift: Celebrate your special day with a Bigbox experience on us
What We Do
At Emi Labs we are on a mission to increase Frontline Workers’ access to professional opportunities. This is a 2.7 billion population that accounts for 80% of the world’s workforce. They are digitally invisible, as there’s little to no data available on who they are, their career history, or their skill set, limiting their access to professional opportunities and growth. We're here to transform this by building the infrastructure to make Frontline Workers visible. Our first step to achieving our mission is to transform the recruiting experience into an easy, human and fair process, for both candidates and companies with high-volume job openings. Emi, our main product, is an A.I. recruitment assistant that enables companies to engage in a conversation with each applicant to detect interested and qualified individuals while saving Recruiters a huge amount of time by automating tasks such as screening, validating skills, scheduling interviews, and collecting documents. We were part of Y-Combinator's Winter 2019 batch and in 2022 we have raised an $11M funding round co-led by Merus Capital and Khosla Ventures. If you're interested in joining our team > https://jobs.lever.co/emilabs
