Senior Customer Success Manager - CCaaS

• Serve as a strategic and technical advisor to enterprise customers, guiding platform architecture, user journeys, governance frameworks, and adoption strategies.

• Translate customer business objectives and marketing KPIs into platform configurations, workflows, use cases, and measurable success outcomes.

• Own the customer adoption lifecycle across multiple teams, proactively identifying opportunities to increase usage, value realization, and long-term engagement.

• Conduct platform health assessments, workspace audits, usage diagnostics, and stakeholder reviews to identify risks, blockers, and opportunities for improvement.

• Develop success plans, adoption playbooks, rollout strategies, and best-practice frameworks that can be applied across campaigns, paid amplification, influencer programs, and other customer initiatives.

• Coordinate cross-functional teams including Product, Solutions, Services, Engineering, and Sales to resolve technical challenges, support implementations, and deliver strategic expansions.

• Lead executive business reviews, roadmap discussions, workshops, and stakeholder sessions, translating platform data and business outcomes into clear ROI narratives.

• Deliver tailored enablement programs, including executive workshops, advanced-user training, and feature-adoption initiatives that strengthen customer capability and internal advocacy.

• Identify barriers to adoption and develop corrective action plans involving integrations, process improvements, UX simplification, organizational change, or additional enablement.

• Build relationships with customer champions and promote self-service capabilities to support sustainable, long-term adoption.

• Provide structured customer feedback to Product and Engineering teams, highlighting needs related to campaigns, integrations, analytics, data management, and emerging use cases.

• Advise customers on future strategy, roadmap capabilities, and relevant emerging features while identifying opportunities for broader platform adoption.

• Partner with Sales and Solutions teams to identify appropriate expansion opportunities across products, brands, geographies, and business units.

• Understand customers’ technology ecosystems and vendor landscapes to help position the platform as an integrated and scalable solution.

Requirements

• 6 years of experience in MarTech, AdTech, digital media consulting, customer success, or a related field involving enterprise-grade technology solutions.

• Professional fluency in Spanish and English, both written and spoken.

• Strong experience with campaign setup, media planning, brand marketing strategy, or related functions within large or complex organizations.

• Solid understanding of omnichannel marketing strategies spanning organic, paid, and owned channels, as well as platform analytics.

• Demonstrated ability to configure, audit, and optimize enterprise workspaces, tagging structures, governance models, and complex platform environments.

• Strong executive communication, presentation, stakeholder management, and facilitation skills, including experience leading roadmap sessions and business reviews.

• Ability to interpret product telemetry, usage data, customer health indicators, and marketing KPIs and turn insights into actionable strategies.

• Experience implementing or scaling enterprise customer experience, marketing, CRM, or similar platforms is highly valued.

• Familiarity with social advertising platforms such as Meta, Google, and TikTok, as well as social listening, taxonomy, crisis management, and PR workflows.

• Experience leading digital transformation initiatives or global rollouts across multiple brands, markets, geographies, or business units.

• PMP, Agile, or another relevant professional certification is a plus, as is experience with campaign lifecycle management tools.

• Strong business acumen and confidence advising senior stakeholders such as CMOs, digital transformation leaders, and global brand managers.

• Exceptional relationship-building and collaboration skills, with the ability to navigate complex organizations and establish trust across different levels.

• A customer-first mindset, empathy, proactive problem-solving abilities, and the ability to turn complex requirements into clear, actionable strategies.

• Ability to balance technical depth with commercial and business relevance.

Benefits

• Remote working opportunity based in Brazil.

• Full-time employment.

• Healthcare coverage for employees and families, where applicable.

• Paid time off designed to support rest, personal wellbeing, and time with loved ones.

• Access to mentoring opportunities focused on professional development and meaningful internal connections.

• Opportunities to work with enterprise customers and complex, technology-driven transformation initiatives.

• A collaborative and inclusive working environment that values diverse perspectives and encourages employees to contribute and be heard.

• Reasonable accommodations available during the recruitment and interview process where required.