Senior Customer Success Manager - CCaaS

Accountabilities: 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.