Customer Success Manager - Remote Eligible

Customer Success Manager

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world's leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

With 2024 full-year revenue exceeding US$100 million and in line to exceed US$200 million in FY25, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL's evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator ("MVNO") in ten countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 450 experts across 15 countries.

Position Overview

With the title of Customer Success Manager (CSM), he/she will be part of the CSM team, responsible for managing the sales process for new leads and overseeing renewals for existing customers. The role also includes handling contract expansions.

In collaboration with a Service Delivery Manager (SDM), the CSM will participate in Service Review meetings to identify new opportunities and follow up directly with customers. Additionally, the CSM will manage account-related activities such as maintaining customer information, updating contracts, and supporting other contract-related processes.

Key Responsibilities

• Own and grow a portfolio of strategic customer accounts, ensuring maximum retention, satisfaction, and revenue growth.
• Analyse account performance, usage data, and customer behaviour to identify risks and create proactive upsell and cross-sell opportunities.
• Negotiate pricing and commercial terms with confidence, ensuring mutually beneficial outcomes.
• Leverage Salesforce to manage pipeline, forecast accurately, and report on account performance.
• Build strong, trusted relationships by engaging customers regularly through calls, emails, and meetings.
• Maintain a responsive service standard, ensuring customer queries and requests are addressed within the hour.