Act as the main point of contact for the customer, ensuring a close relationship, efficient onboarding, and a strong focus on business outcomes.
Define governance, reporting, and communication models, leading Service Reviews and Executive Steering meetings.
Build and manage Customer Success Plans, capture the Voice of the Customer (VoC), and support contact management and billing validation.
Monitor operational activity through ITSM tools, lead major incidents and crisis situations, and coordinate teams to mitigate risks.
Ensure that delivered services are aligned with contracted commitments and expected outcomes.
Analyze service data and trends to identify risks, opportunities, contract renewals, and revenue growth potential.
Work with Sales, Pre-Sales, Marketing, and Product teams to identify upsell, cross-sell, and service expansion opportunities.
Act as a trusted technology advisor, connecting customer needs with NOS Telco and IT solutions.
Apply technical expertise in IT, networking, and cloud services to support the design, evolution, and delivery of complex environments.
Collaborate with internal teams to anticipate dependencies, resource needs, and technical constraints.
Drive continuous improvement by sharing best practices, lessons learned, and technical insights.

Minimum 5 years’ experience in B2B digital environments (operator, integrator or vendor)
Bachelor’s degree preferred degree in Business, Sociology, Psychology, Computer Science or related field
2+ years customer success, solution delivery, practice management, customer facing consulting, or portfolio management experience (OR equivalent experience).
Relevant certifications valued: o oITIL / ISO 20000 o oCustomer Success frameworks (e.g. Cisco CSM) o oProject Management (PMP or equivalent) o oCloud platforms (Azure, AWS, Google Cloud) o oNetworking (CCNA or equivalent)
High-level technical understanding of networking, IT infrastructure and cloud
Strong written and verbal communication skills
Ability to manage complex stakeholder environments
Data-driven mindset with strong KPI and analytics orientation
Fluent in Portuguese and English.

Customer Success Manager

Key skills