Manage a portfolio of strategic customers (high-expectation), acting as the account owner with a comprehensive view of the customer (business, requests, history, pain points, and opportunities);
Actively and relentlessly follow up on requests, projects, and negotiations, ensuring progress and the closing of cycles;
Maintain a close, strategic, and assertive relationship with customers, building rapport and positioning yourself with authority;
Act proactively in crisis management, anticipating issues and intervening before escalation;
Monitor customer support requests and intervene actively, seeking rapid resolution — not just ticket routing;
Focus on problem-solving, mobilizing internal teams (product, support, technical, commercial) and accelerating solutions;
Manage the full customer lifecycle (onboarding, ongoing, retention, and expansion);
Lead negotiations, technical alignments, and delivery follow-up with a consultative and solution-oriented approach;
Track customer success metrics and continually work to improve experience and outcomes;
Use tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for active portfolio management.

Solid experience in Customer Success, strategic account management, or large enterprise accounts (B2B);
Experience in the telecommunications sector (mandatory);
Experience working with demanding clients and high-pressure situations;
Strong sense of ownership (account owner) and autonomy;
Clear and assertive communication, with the ability to set boundaries and conduct negotiations;
Ability to act proactively, anticipating problems and driving follow-up on requests;
Active (not passive) stance toward clients and requests;
Organized, with a sense of priorities and a focus on resolution;
Experience with tools such as Jira, GLPI, and Totango;
Reside in Brazil and be available for on-site visits (required).

Senior Customer Success Manager

Key skills