Enterprise Customer Success Manager - Senior Specialist | Pipefy
Segment: $100K+ ACV. Location: São Paulo / Curitiba
About Pipefy
Pipefy is an agentic process automation platform that enables companies to build, run, and optimize their business processes without code. From procurement and HR onboarding to customer operations and IT requests, Pipefy's pipe based model lets teams design workflows visually and automate across any function. Pipefy's Enterprise customers operate more than 100 pipes across multiple business units, and the post sale team is responsible for turning those deployments into compounding business value.
The Position
The Enterprise Customer Success Manager will be the consultative owner of the pipe portfolio for Pipefy's most strategic accounts. This is neither an account management position nor a support position. It is the position accountable for ensuring that our largest customers continuously realize the business outcomes generated by their growing pipe footprint, and for generating the expansion intelligence that sustains the company's net revenue retention.
This is a high autonomy, high impact individual contributor position. The unit of accountability for this position is the business outcome realized across a portfolio of more than 100 pipes, measured through GRR, adoption depth, and the quality of the expansion intelligence generated.
The person in this position will be accountable for a book of 10 to 15 named accounts, each with a pipe portfolio exceeding 100 pipes across multiple business units, under a contract mix composed primarily of 1 year terms with a strategic minority of 3 year terms. The expected relationship cadence includes biweekly working calls and quarterly Executive Business Reviews, in coordination with the PS/Partner role, accountable for implementation, and the AM role, accountable for the commercial relationship. The compensation structure for this position includes a retention component, comprising base pay, GRR linked variable compensation, and an EQL generation bonus. The established GRR target is 93% or above, and the NRR target is between 115% and 125%, with shared accountability alongside the Account Manager.
Accountabilities and Performance Targets
The person in this position will be evaluated against the following outcomes:
- Gross Revenue Retention (GRR) on book of 93% or above. This is the floor metric the position exists to defend.
- Logo retention of 95% or above. Every lost logo represents the loss of a reference, an ICP signal, and a revenue unit.
- Pipe Portfolio Plan currency of 80% or above of accounts holding an active, co signed plan refreshed within the past 90 days.
- Time to first value of 60 days or less, measured from the first pipe or business unit going live post close.
- Quarterly EBR execution with a completion rate of 90% or above across the book.
- Generation of 2 to 4 Expansion Qualified Leads (EQLs) per account annually, with a conversion rate to closed won expansion of 35% or above.
- Pipe portfolio growth of 15% or above in net new pipes per account annually.
Core Responsibilities
During the first 12 weeks of each account relationship, the person in this position will be responsible for acting as an implementation co pilot. While configuration remains the responsibility of the PS team, ownership of the customer relationship rests with the CSM from day one. This includes leading admin enablement sessions in parallel with PS implementation work, introducing the Pipe Portfolio Plan, coaching the customer's program owner on pipe design best practices, and ensuring first value milestones are achieved within 60 days. Closure of the implementation gate at week 12 should occur with a signed Pipe Portfolio Plan and a clear handoff from PS to the CSM's steady state ownership.
The person in this position will also be responsible for the ongoing stewardship of the Pipe Portfolio Plan, Pipefy's equivalent of a success plan organized around the customer's pipe portfolio rather than a static set of use cases. The plan should document pipes live and in flight, business outcomes achieved per pipe, including cycle time, error rate, and compliance, stakeholder maps, and the 12 month pipe roadmap. The plan should be refreshed at every EBR, with co signature from the customer's executive sponsor.
The person in this position will also be responsible for leading quarterly Executive Business Reviews, structured as 60 to 90 minute sessions with the customer's executive sponsor. The pre read should circulate 5 business days in advance. The standard agenda covers pipe portfolio status, quantified business outcomes per pipe, adoption depth across the portfolio, top expansion candidates, whether pipes, business units, or SKUs, and one explicit ask of the customer. The EBR should not be treated as a status update, but rather as the primary commercial and relational instrument of the Enterprise relationship.
Adoption engineering will also be a core responsibility of this position, requiring active engagement rather than passive observation. This involves monitoring DAU/MAU and cycle time across each active pipe in the portfolio, identifying low adoption cohorts and intervening before they become retention risks, partnering with the customer's program owner on internal change management, and leading structured business unit rollout plays as the pipe portfolio expands.
Stakeholder management and multi threading will also fall under this position's responsibility. The person in this position should maintain a continuously updated stakeholder map across their accounts and proactively build relationships that extend beyond the champion, given that champion departure is the single most common cause of churn in Enterprise accounts. Whenever a stakeholder change occurs, the corresponding play should be executed within 14 days.
Generation of expansion intelligence, through the identification of Expansion Qualified Leads, will also be an attribution of this position. The person in this position will serve as the pipe intelligence layer supporting the Account Manager's commercial motion, maintaining a pipe by pipe white space map per account, tracking SKU consumption signals such as AI credits, automation, integrations, API calls, and storage, and converting usage signals and stakeholder conversations into properly documented EQLs, including business case hypothesis, stakeholder map, and known objections. Identification of the EQL will remain the CSM's responsibility. Closure will remain the AM's responsibility.
Risk detection and the execution of save motions round out the scope of responsibilities. The person in this position should operate a structured risk register across their book and lead cross functional save motions whenever accounts trend toward deterioration, ensuring such situations are never treated as a surprise, and that they are addressed with a documented 30, 60, and 90 day plan, with visibility to CS leadership before any commercial concession is discussed.
For the approximately 10% of the book under 3 year contracts, the person in this position will be responsible for a distinct motion beginning in Year 2, aimed at preventing disengagement in the absence of renewal pressure. Year 2 provides for full quarterly EBR cadence, semi annual Pipe Portfolio Plan refresh, an annual executive touchpoint, and prioritization of advocacy development. In Year 3, the person in this position should co lead, alongside the AM, a Strategic Mid Term Review at T minus 180 days, followed by the standard renewal motion at T minus 90 days.
Expected Profile
In terms of competencies, the person in this position is expected to orient every decision around the customer's business outcome, translating pipe portfolio data into the customer's P&L language; to understand how businesses operate with sufficient depth to lead credible EBRs with VP level stakeholders; to sustain the portfolio view without losing account level detail, even across multi business unit stakeholder maps and multi year contract variants; to lead the Pipe Portfolio Plan with milestone discipline across 10 to 15 accounts, without requiring micromanagement; to build multi threaded relationships within customer organizations, so as never to depend on a single champion; and to lead every EBR with executive presence, always presenting a clear ask to the customer.
In terms of experience, the position requires 4 to 7 years in SaaS Customer Success, BPM, or process automation, or a domain expert function closely adjacent to the customer's; demonstrated accountability for a named account book against GRR or NRR targets, rather than activity metrics alone; experience leading EBRs with VP or Director level stakeholders, translating product usage into quantified business outcomes; and fluency in pipe design or workflow automation, enabling the autonomous delivery of enablement sessions and coaching conversations. Prior experience as a practitioner in the customer's function, such as operations, finance, HR, IT, or procurement, will be considered a significant advantage, given that structural credibility tends to carry more weight than performative credibility at the Enterprise level.
In terms of traits, the position values composure in the face of escalations, with save motions conducted methodically; conscientiousness in maintaining current Pipe Portfolio Plans and risk registers, with EBR pre reads distributed 5 business days in advance; genuine curiosity in reading pipe telemetry and understanding what it means for the customer's business; and empathy in recognizing that adoption failures are almost always change management failures, rather than shortcomings on the customer's part.