Customer Success Manager – Enterprise Adoption & Expansion

About Glasslake

Glasslake is building the operating system for SAP delivery — the infrastructure layer underneath the most complex and expensive IT projects companies run. SAP implementations move billions of dollars and thousands of consultants, but the knowledge generated in these projects is never captured: it lives in people's heads, disappears when the project ends, and gets rebuilt from scratch on every new engagement.

Glasslake solves this with an agentic orchestration platform that coordinates every phase of SAP transformation, capturing decisions, tests, and context as a byproduct of work already underway — building an organizational memory that accumulates across projects instead of resetting.

We're a team based in San Francisco and São Paulo, moving fast and already deployed with some of the largest SAP integrators in the world, including delaware Consulting, KPMG, and NTT Data. The team comes from Stanford, Meta, Two Sigma, Microsoft, and NASA.

The Opportunity

Glasslake is hiring a Customer Success Manager in São Paulo to make our largest accounts grow.

SAP transformations rarely fail on software. They fail on adoption: on whether people actually keep working in a new way after launch. The Customer Success Manager owns that outcome across the life of the account, deepening usage, proving value, and finding the next projects where Luzid belongs.

This is an adoption and expansion role first, not a governance or technical one. Deep SAP expertise is welcome, but not required.

There is no playbook to inherit. You will build the customer success motion while running it, working directly with the Deployment Lead and the founding team.

What You'll Do

• Own a portfolio of enterprise accounts at SAP integrators and their end clients, from first deployment through renewal and expansion.

• Support and coach the Deployment team before and after go-live: join key meetings, prepare them for executive conversations, help them escalate and resolve blockers, and review rollout plans.

• Work with C-level sponsors to define success, show realized value, and keep executive alignment over time.

• Partner with customer PMOs to track milestones, risks, and usage across programs.

• Drive adoption at the account level: define metrics, monitor health, and act early on accounts that are stalling.

• Identify new projects, teams, and use cases inside each account and turn them into expansion.

• Run business reviews that make Glasslake's value concrete for the people who decide on budget.

• Bring what you learn back to Product and the founding team.

• Help build the CS and deployment motion (playbooks, templates, health scoring, cadence) while running it.

What We're Looking For

• At least 5 years of experience in Customer Success, Account Management, Delivery, or similar roles in B2B tech.

• Hands-on experience with enterprise deployments: you have taken complex customers from signed contract to real usage.

• Fluent English, both written and spoken. You will present to executives, write to global stakeholders, and work with the US and European teams.

• Experience working with PMOs and executive sponsors in large, multi-stakeholder programs.

• A track record of increasing adoption and opening new projects in existing accounts, with numbers to back it.

• Executive presence: comfortable presenting to C-level and handling difficult conversations.

• High agency: you build structure where there is none.

Nice to have:

• Experience in SAP or ERP implementation projects. You understand how these programs run, who is involved, and where adoption breaks down.

• Interest in and availability to travel internationally at least once per quarter, to meet customers and our team.

Why Join Glasslake Now

• Own deployments at some of the largest SAP integrators in the world, starting with the first ones.

• Build the deployment playbook from zero, with direct influence on how Luzid delivers.

• Real international exposure across Brazil, Europe, and the US.

• A visible role reporting into the Deployment Lead, with close access to the founding team.