Customer Success Manager

About us

EdgeUno is a US-based technology infrastructure company headquartered in Miami, with a strong operational presence across Latin America, including Colombia, Brazil, Argentina, Peru, and Ecuador. We enable digital businesses to scale with high performance and reliability by providing connectivity, IP Transit, private networks, data center, bare metal, and cloud solutions to ISPs, hyperscalers, content providers, and global technology companies. Through our own infrastructure platform and strategic interconnection with major global hubs, we deliver low latency, security, and operational resilience across the Americas and beyond.

Position Summary

The CSM is the most senior individual contributor in Customer Support & Service Operations, responsible for the VIP Platinum portfolio, EdgeUno's largest and most strategic accounts. This role combines deep technical knowledge of network infrastructure with executive-level relationship management, acting as the single point of accountability for the customer's operational experience.

This is not a people-management role. It is a hands-on, high-touch position where technical credibility and relationship depth are the differentiators.

Key Responsibilities

1. Relationship & Account Management

• 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.

2. Incident & Escalation Management

• 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.
• Coordinate with MIM during parent incidents — feed customer sentiment and impact information to the bridge.
• Deliver or review RFO/RCA within 48h — ensure tone, accuracy, and preventive actions meet Platinum standards.
• Escalate to SOD when SLA response or RFO timelines are at risk.

3. Technical Depth

• 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.
• 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.
• Participate in capacity planning discussions and service introduction reviews for Platinum accounts.

4. Churn Prevention & Retention

• Execute save plays from the CHURN_TAXONOMY when at-risk signals are detected — each root cause has a defined play and owner.
• Track contract renewal timelines (D-120/90/60/30) and coordinate early renewal engagement with the Sales Team (BDM).
• Conduct post-incident trust recovery for any P1 that affected a Platinum account — documented action plan, exec communication, follow-up.

5. Operational Excellence

• Contribute to the Service Operations Review (SOR) with Platinum portfolio insights — Health Score distribution, incident trends, churn signals.
• Validate that all Platinum accounts have accurate tier classification, contact information, and service inventory in CRM/ITSM.
• Champion the Communication Templates Library — personalize every P1/P2 communication; never send auto-templates for Platinum.

Required Qualifications

• 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.

Nice to Have

• Knowledge of TM Forum eTOM, ITIL, or similar operational frameworks.
• Experience with Health Score, NPS, or CSAT programs.
• Background in network engineering prior to transitioning into customer-facing roles.

What Success Looks Like

• Platinum portfolio Health Score maintained at or above target, with early intervention on at-risk accounts.
• P1/P2 incidents acknowledged within 15 minutes and RFO/RCA delivered within 48 hours, consistently meeting Platinum-tier standards.
• QBRs delivered at the executive level, with clear visibility into SLA performance, incident trends, and expansion opportunities.
• Renewal timelines tracked and engaged proactively (D-120/90/60/30), reducing churn risk across the portfolio.
• Accurate, up-to-date account data maintained across CRM/ITSM for all Platinum accounts.

What We Offer

• 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.