Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at OZmap responsible for managing strategic client accounts. Actively building relationships and resolving complex issues with a focus on high-level results.
Responsibilities:
- Manage a portfolio of strategic, high-demand clients, acting as the account owner with a comprehensive view of the client (business, requirements, history, pain points, and opportunities);
- Work proactively and persistently to follow up on requests, projects, and negotiations, ensuring progress and cycle closures;
- Maintain close, strategic, and assertive client relationships, building strong ties and positioning yourself with authority;
- Act proactively in crisis management, anticipating issues and taking action before escalation;
- Monitor client support requests and intervene actively to secure rapid resolutions — not merely ticket routing;
- Focus on problem resolution by mobilizing internal teams (product, support, technical, commercial) and accelerating solutions;
- Manage the full customer lifecycle (onboarding, ongoing success, retention, and expansion);
- Lead negotiations, technical alignments, and delivery follow-ups with a consultative and solution-oriented approach;
- Monitor customer success metrics and continuously work to improve experience and outcomes;
- Use tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for active portfolio management.
Requirements:
- Solid experience in Customer Success, strategic account management, or enterprise/B2B account management;
- Experience in the telecommunications sector (required);
- Experience working with demanding clients and high-pressure situations;
- Strong sense of ownership (account owner mindset) and autonomy;
- Confident and assertive communication skills, with the ability to set boundaries and lead negotiations;
- Ability to act proactively, anticipate problems, and drive progress on requests;
- Active (not passive) stance with clients and their requests;
- Strong organizational skills, sense of priorities, and resolution focus;
- Experience with tools such as Jira, GLPI, and Totango;
- Must reside in Brazil and be 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.
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