Customer Success Manager

Company Overview

BotCity brings governance to the code AI writes. AI turned asking into code, and every business user is now a developer. The Python they generate runs on corporate workstations outside any pipeline, inventory, or approval flow, and nothing in the enterprise stack was built to see it. BotCity Sentinel governs that code where it runs: a script-level inventory of what executes, where, and by whom, contextual policies that allow, alert, or block, and a remediation loop where the author makes the first fix. Security asks whether code is malicious. Governance asks whether it should run, here, by this person. We built Sentinel to own the second question. Today it's Python. Tomorrow it's every line of code AI writes.

BotCity serves 1,000+ teams in 70+ countries, including customers as Bayer and LG. We raised a $12M Series A led by Four Rivers, with participation from Y Combinator, SoftBank, and founders and investors including Lew Cirne (New Relic), Rod Johnson (SpringSource), and Walter Kortschak (Summit Partners and Firestreak Ventures). G2 named BotCity one of the world's top 25 emerging platforms.

We are a remote company with teams across the US, Canada and LATAM. Small team, large customers, a category forming around us. If you want real ownership over a problem that matters, we should talk.

Role Overview

The Customer Success (CS) Manager will maximize product utilization and retention for Sentinel's enterprise accounts through proactive support and strong, multi-threaded relationships, and will also support Orquestrador (Platform) accounts as needed. In this role, they will build the first version of Sentinel's CS playbook — onboarding, health scoring, QBR structure, and escalation paths — and establish a structured feedback loop that surfaces real customer pain and usage evidence to Product and Engineering. The ideal candidate is a senior CS operator with enterprise B2B and international account experience, who acts as a thought partner to technical stakeholders rather than a support agent, and is comfortable building process from scratch in an ambiguous, 0→1 environment.This role will be part of the current Customer Success team.

Responsibilities

• Own the relationship for all enterprise Sentinel accounts as their single point of contact, orchestrating Product, Support, and Sales touchpoints so the customer experiences one BotCity.
• Multi-thread each account across its buying/engagement committee (IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC), avoiding single-threaded relationships.
• Run onboarding, QBRs, and health checks, and prepare the data and ROI narrative for each QBR as core CS-owned deliverables.
• Identify expansion timing and renewal risk early, handing off commercial negotiation and pricing decisions to Sales.
• Design and implement the first version of the Sentinel CS playbook, including onboarding, health scoring, and escalation paths.
• Recognize when a regional account has a path to a global rollout and escalate to HQ stakeholders accordingly.
• Direct technical issues to Support/Product rather than resolving them directly, while owning the customer communication throughout.
• Act as the structured voice of the customer to Product, bringing real pain points and usage evidence without committing to unbuilt features.
• Report account status, expansion progress, and risk to CS and Sentinel leadership on a regular basis.

Required Qualifications

• Bachelor's degree or equivalent experience in Business, Technology, or a related field.
• Proven track record (4+ years) in Customer Success or Account Management with enterprise B2B customers, in a High Touch/consultative model.
• Experience owning international or globally-present enterprise accounts, not limited to domestic or LATAM-only customers.
• Comfortable multi-threading across senior technical stakeholders, including IT Management, IT Governance, IT Infrastructure, Head of AI, Digital Transformation, and Security/GRC.
• Experience building or standing up a CS process, playbook, or motion from scratch at an early-stage product.
• Comfortable owning core CS metrics (NRR, expansion, churn, TTFV, Time to Activation) and reporting against them.
• Prior experience in an early-stage, high-growth, fast-paced startup environment.
• Proficient in Customer Success software and tools, such as HubSpot.
• Experience working with MS Office/Excel, Google Suite, and Notion.
• Comfortable leveraging AI tools for account research, deal strategy, and efficiency.
• Ability to travel as needed to support events, visit customers, and meet the team.
• Portuguese - Fluent.
• English - Fluent.
  

Preferred Qualifications

• Familiarity with security/compliance concepts, such as vulnerability management and governance frameworks.
• Prior experience in Cybersecurity, GRC (Governance, Risk, and Compliance), or compliance-adjacent software implementation.
• Experience managing customers with a focus on on-premise products.
• Spanish - Advanced.