Senior Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee a portfolio of key, high-demand clients, serving as the account owner with an in-depth understanding of the client (business, requirements, history, challenges, and opportunities);

• Actively and diligently follow up on requests, projects, and negotiations to ensure progress and successful cycle closures;

• Cultivate close, strategic, and assertive relationships with clients, establishing strong connections and positioning yourself authoritatively;

• Take initiative in crisis management, anticipating potential issues and taking proactive measures before escalation;

• Supervise client support requests and engage actively to ensure swift resolutions — rather than just routing tickets;

• Concentrate on problem-solving by mobilizing internal teams (product, support, technical, commercial) and expediting solutions;

• Oversee the entire customer lifecycle (onboarding, ongoing success, retention, and growth);

• Lead negotiations, technical alignments, and delivery follow-ups with a consultative and solution-focused approach;

• Track customer success metrics and continually strive to enhance the experience and outcomes;

• Utilize tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for effective portfolio management.

⛳️ Requirements

• Proven experience in Customer Success, strategic account management, or enterprise/B2B account management;

• Background in the telecommunications industry (mandatory);

• Experience dealing with demanding clients and operating in high-pressure environments;

• Strong sense of ownership (account owner mentality) and independence;

• Confident and assertive communication skills, capable of establishing boundaries and leading negotiations;

• Ability to act proactively, foresee problems, and advance requests effectively;

• Maintain an active (rather than passive) approach with clients and their inquiries;

• Exceptional organizational skills, prioritization, and a focus on resolutions;

• Familiarity with tools such as Jira, GLPI, and Totango;

• Must be located in Brazil and available for on-site visits (required).

🏝️ Benefits

• 💻 Equipment Allowance: To ensure a comfortable and suitable work setup for your daily needs.

• 💚 Health Insurance: We take care of those who build our results.

• 🍽️ Meal Allowance: More flexibility for your choices and daily routine.

• 📚 Education Support: We support continuous learning and professional development.

• 🗣️ Language Learning Support: Because we believe in connections without borders.

• 🏋️ TotalPass: Access to thousands of gyms and activities to support your health and well-being.

• 🎂 Birthday Gift: A special way to celebrate your day with you.

• 🏅 Length-of-Service Recognition: We value people who build our history.

• 🎉 Connection Moments: Online events, meetups, and integration activities to strengthen our culture.

• 🏠 100% Remote Work: More autonomy, flexibility, and work-life balance — work from wherever you are.