Customer Success Account Manager (CSAM)

1. Service Delivery Own and maintain the customer's success plan and delivery roadmap, refreshed with the sponsors at least quarterly. Act as the single accountable point of contact for critical escalations: drive the internal bridge, communicate business impact to executives, and own the post-incident review through to preventive action. Govern technical health — reactive support trends, recurring problem management, resilience and security readiness — and drive remediation to closure. Prepare the customer's environment ahead of critical business events (peak season, go-lives, regulatory deadlines). Drive adoption and consumption of the committed workloads, and evidence the value delivered in customer-accepted terms. 2. Project and Program Management Define scope, objectives and acceptance criteria for every engagement in the account, with named owners and dates. Sequence the roadmap against the customer's business calendar and protect the critical path across all workstreams. Maintain a live risk and issue register: each item with an owner, a quantified impact and a mitigation date, reviewed on a fixed monthly cadence. Run the governance model — operational reviews, steering forums and executive business reviews — with a clear responsibility split (RACI) between the customer, the account team and delivery resources. Produce a single source of truth for status, milestones, consumption and realized outcomes; report it monthly and consolidate it quarterly. Coordinate delivery resources and partners, including quality of handover, onboarding and backup coverage. 3. Commercial and Sales Contribution Own the renewal strategy and the value narrative that supports it, built months ahead of the contract date. Track consumption against contracted commitments (Unified, MACC) and act early on under-consumption risk. Identify, qualify and hand off expansion opportunities to the account team with technical context and sponsorship already mapped. Support negotiation with usage data, delivery evidence and business-outcome framing for executive stakeholders. Map and grow the stakeholder network, from IT operations to C-level, and protect executive sponsorship of the program. Document compliance and risk positions formally where the customer operates unsupported or out-of-policy solutions. 4. Cross-Cutting Keep internal systems and trackers current so account status, pipeline and delivery health are always reportable. Share learnings, escalation patterns and reusable assets with the wider CSAM team. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience This role requires proficiency in written, reading, and conversational Brazilian Portuguese and English Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience 3+ years relevant work experience within customer industry. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Project Management Institute (PMI) or equivalent Project Management certification. Proven track record managing large enterprise or public-sector accounts, including complex, multi-vendor environments. Demonstrated experience leading critical escalations with executive exposure, and owning the outcome through to preventive action. Track record of owning or materially influencing a commercial number — renewal, consumption target or pipeline contribution. Experience running multi-workstream programs with formal governance, milestones and risk management. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *