Senior Customer Success Manager

OZmap

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.

Posted 6/2/2026full-timeRemote • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

💻 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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer Successstrategic account managemententerprise account managementB2B account managementproblem resolutioncustomer lifecycle managementnegotiationtechnical alignmentcustomer success metrics

Soft Skills

ownership mindsetautonomyassertive communicationproactive problem-solvingorganizational skillssense of prioritiesresolution focus