Customer Success Manager

EdgeUno

CSM responsible for VIP Platinum accounts at EdgeUno, managing relationships and performance. Requires technical expertise and customer engagement in a hybrid environment.

Posted 7/20/2026full-timeBuenos Aires • 🇦🇷 ArgentinaMid-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 language. Proficient in BGP, IP Transit, and cloud/IaaS fundamentals, with a strong focus on customer communication and incident management.

Highest-signal resume keywords

Customer Success ManagementTechnical Account ManagementBGP KnowledgeITSM Tools ExperienceExecutive Communication

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 ReviewsIncident ManagementHealth Score MonitoringChurn Taxonomy ExecutionNetwork Topology Understanding

Soft Skills

Proactive CommunicationSentiment ManagementTrust Recovery

Tools & Technologies

Zoho DeskServiceNowNetSuiteCRM Platforms

Industry Keywords

B2B TelecomISPCDNCloud InfrastructureEnterprise Accounts

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Own the end-to-end operational relationship for each VIP Platinum account — from onboarding through renewal
Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders, presenting Health Score, SLA performance, incident trends, and expansion opportunities
Proactively monitor Health Score (target ≥ 72) and intervene before it deteriorates — not after
Receive immediate notification on any P1/P2 affecting a Platinum account — acknowledge within 15 minutes
Own customer communication during major incidents: proactive updates per tier cadence (every 15 min for P1), sentiment management, and trust recovery
Understand the customer's network topology — BGP sessions, transit paths, peering, colocation footprint, cloud/compute deployments
Translate complex technical incidents into business-impact language for customer executives
Execute save plays from the CHURN_TAXONOMY when at-risk signals are detected
Validate that all Platinum accounts have accurate tier classification, contact information, and service inventory in CRM/ITSM

Requirements

What you’ll need

English level must be B2+
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 conduct executive-level QBRs and communicate incident impact in business terms
Experience with ITSM tools (Zoho Desk, ServiceNow, NetSuite, or similar) and CRM platforms
Comfortable working in a 24/7 on-call rotation for VIP escalations

Benefits

Comp & perks

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