Customer Success Manager

EdgeUno

Customer Success Manager handling VIP Platinum accounts for EdgeUno, facilitating high-level customer relations and technical expertise. Ensuring operational excellence and churn prevention within a fast-growing tech company.

Posted 7/20/2026full-timeUberlândia • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing VIP Platinum accounts, conducting executive-level Quarterly Business Reviews, and translating technical incidents into business impact. Proficient in customer communication during major incidents and skilled in utilizing ITSM tools for effective account management.

Highest-signal resume keywords

Customer Success ManagementTechnical Account ManagementBGP KnowledgeITSM Tools ExperienceFluent in Portuguese or Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

BGPIP TransitDWDM/Optical TransportData Center OperationsCloud/IaaS FundamentalsQuarterly Business ReviewsChurn Taxonomy ExecutionHealth Score MonitoringIncident CommunicationStrategic Account Management

Soft Skills

Proactive CommunicationExecutive-Level PresentationProblem-Solving

Tools & Technologies

Zoho DeskServiceNowNetSuite

Industry Keywords

B2B TelecomISPCDNCloud InfrastructureMRC Management

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Own the end-to-end operational relationship for each VIP Platinum account
Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders
Proactively monitor Health Score and intervene before it deteriorates
Own customer communication during major incidents
Understand customers' network topologies and translate complex technical incidents into business-impact language
Execute save plays from the CHURN_TAXONOMY when at-risk signals are detected
Contribute Platinum-portfolio insights to the Service Operations Review (SOR)

Requirements

What you’ll need

English level B2 or above
Fluent in Portuguese or Spanish
5+ years of experience in Customer Success, Technical Account Management, or NOC/Network Operations at a B2B telecom, ISP, CDN, or cloud infrastructure company
Technical knowledge of BGP, IP Transit, DWDM/optical transport, data center operations (power, cooling, cross-connects), and cloud/IaaS fundamentals
Experience managing strategic or enterprise accounts with MRC above $50K
Proven ability to lead executive-level QBRs and communicate incident impact in business terms
Experience with ITSM tools (Zoho Desk, ServiceNow, NetSuite, or similar) and CRM platforms
Comfortable participating in a 24/7 on-call rotation for VIP escalations.

Benefits

Comp & perks

Competitive base salary plus performance-based bonus
Opportunity to work at a fast-growing technology infrastructure company
Collaborative, multicultural, execution-focused environment
Direct exposure to EdgeUno's most strategic clients across the Americas