Customer Success Manager

EdgeUno

Customer Success Manager responsible for VIP Platinum accounts at EdgeUno, combining technical knowledge and relationship management in a hybrid role. Ensuring operational excellence and proactive engagement with key clients across Latin America.

Posted 7/20/2026full-timeBogotá • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing VIP Platinum accounts through effective communication, incident management, and strategic account growth. Proficient in technical knowledge relevant to B2B telecom and cloud infrastructure, ensuring high customer satisfaction and operational excellence.

Highest-signal resume keywords

Customer Success ManagementTechnical Account ManagementQuarterly Business Reviews (QBRs)BGP and IP Transit KnowledgeITSM Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessTechnical Account ManagementBGPIP TransitDWDM/Optical TransportData Center OperationsCloud/IaaS FundamentalsIncident ManagementProblem ManagementExecutive Communication

Soft Skills

Proactive CommunicationSentiment ManagementTrust RecoveryStakeholder EngagementPattern Recognition

Tools & Technologies

Zoho DeskServiceNowNetSuiteCRM Platforms

Industry Keywords

B2B TelecomISPCDNCloud InfrastructureNOC/Network Operations

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.
Serve as the customer's executive sponsor contact within EdgeUno — coordinate with the CTO/COO for VIP Platinum exec-to-exec engagement.
Proactively monitor Health Score (target ≥ 72) and intervene before it deteriorates — not after.
Identify expansion signals (bandwidth growth, new services, geographic expansion) and hand to Sales Team (BDM) with documented usage evidence.
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.
Deliver or review RFO/RCA within 48h — ensure tone, accuracy, and preventive actions meet Platinum standards.
Review NOC and Engineering RCAs for completeness and accuracy before customer delivery.
Identify patterns across incidents (repeat issues, vendor dependencies, capacity constraints) and drive Problem Management handoff.

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.
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