Premier Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Premier Success Manager based in Brazil.

This is a strategic, customer-facing role responsible for delivering a high-touch success experience to some of the organization’s most valued customers. You will act as the primary customer advocate throughout the full lifecycle, from onboarding and adoption through expansion and renewal. The role combines technical expertise, customer relationship management, project leadership, and proactive support. You will partner closely with technical support, sales, engineering, professional services, and other cross-functional teams to drive successful outcomes. A key focus will be anticipating customer needs, managing critical situations, identifying trends, and ensuring timely resolution of complex issues. You will also contribute to account growth by identifying service opportunities, supporting sales activities, and strengthening long-term customer relationships. The environment is remote and collaborative, with exposure to senior stakeholders and customers across different geographies and industries.

Accountabilities: Serve as the primary point of contact for customer success within the premier support organization, coordinating post-sales activities across sales, technical assistance, professional services, cloud services, and support teams.

Establish trusted relationships with customer operations teams and develop a strong understanding of their network environments, products, business priorities, and support requirements.

Lead regular customer communications and quarterly business reviews, using customer feedback, support trends, and operational data to identify risks and opportunities for improvement.

Monitor and manage support cases, proactively identify negative trends, coordinate escalations, and provide clear status updates and post-incident documentation during critical or high-visibility situations.

Act as a customer advocate by communicating product enhancement requirements to engineering and product teams and helping ensure approved improvements address customer needs.

Provide technical guidance, training, demonstrations, and ongoing assistance with networking and platform solutions, including support for software adoption.

Project-manage customer recovery activities and critical engagements, coordinating technical teams and influencing cross-functional stakeholders toward timely and effective resolutions.

Support revenue-generating service initiatives by partnering with customers on professional services engagements, installations, assessments, demonstrations, training, and other pre- and post-sales activities.

Collaborate with sales teams to identify customer growth requirements, introduce relevant solutions, and surface potential opportunities based on firsthand account knowledge.

Mentor and coach colleagues, share technical and operational knowledge, maintain customer procedures and documentation, and stay current on industry, competitive, and technology trends.

Where applicable, support specialized sports, venue, and entertainment customers through network optimization documentation, product training, event support, and post-event analysis.

Maintain availability for exceptional customer requirements, including occasional evening or weekend support, maintenance windows, critical incidents, and customer-site engagements when necessary.

Requirements

Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications, or a related discipline, or equivalent professional experience.

Approximately 10 years of experience in telecommunications, networking, network operations, or a related technical environment, including significant customer support experience.

Demonstrated experience leading high-profile customer projects, complex technical engagements, or initiatives comparable to a mid-level management scope.

Experience with people leadership, mentoring, or cross-functional leadership, with approximately five years of management and/or leadership experience preferred.

Strong customer account management capabilities, ideally with experience supporting complex or large-scale enterprise or carrier-class environments.

Excellent project management, planning, communication, facilitation, and relationship-building skills, with formal project management training or equivalent practical experience considered an advantage.

Proven ability to remain composed during tense or critical situations, build customer confidence, influence stakeholders, and drive issues toward successful resolution.

Strong technical knowledge of networking and network operations, including IP technologies, routing, switching, wireless, cloud, network fabrics, troubleshooting, and related hardware and software environments.

Familiarity with software-defined networking, network function virtualization, technical support methodologies, and network analytics or data-collection tools.

Strong written and verbal communication skills, including the ability to prepare and deliver clear presentations to groups of up to approximately 50 people.

Excellent interpersonal skills and a customer-first mindset, with the ability to work effectively with mid- to senior-level customer stakeholders and navigate politically sensitive situations.

Ability to work independently, demonstrate ownership, adapt to changing priorities, and collaborate effectively across geographically and culturally diverse teams.

Professional fluency in English, Spanish, and Portuguese .

Familiarity with customer success platforms such as ChurnZero is a plus.

Benefits

Remote position based in Brazil.

Flexible working environment designed to support collaboration with customers and international teams.

Opportunity to work with strategic enterprise customers and influence their long-term technology and business outcomes.

Exposure to complex networking, cloud, automation, analytics, and digital transformation initiatives.

Cross-functional collaboration with sales, engineering, technical support, professional services, and customer success teams.

Opportunities for professional development through technical knowledge sharing, mentoring, customer engagements, and exposure to evolving networking technologies.

Occasional travel to customer sites or for essential business engagements may be required.

Potential for occasional evening or weekend work when supporting critical incidents, special projects, or maintenance activities.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1