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.

Must Have

• Strong commercial acumen, with the ability to analyse numbers quickly and make sound business decisions in real time.
• Demonstrated success in identifying and delivering upsell opportunities.
• Salesforce expertise is required.

Key Attitude

• Strong commercial acumen, with the ability to analyse numbers quickly and make sound business decisions in real time.
• Demonstrated success in identifying and delivering upsell opportunities.
• Salesforce expertise is required.

Nice to Have

• Familiarity with mobile telecom plans (voice, SMS, data).

What we offer?

• CLT contract — enjoy job stability and reliable benefits that value your work
• Quarterly performance bonuses to reward your hard work and achievements
• Meal allowance paid into Caju card — R$100 per working day
• Health insurance with SulAmérica — 50% covered by the company
• Daycare allowance provided to mothers with children under 3 years old — R$500 per month per child
• Kickstart your journey with an exciting welcome onboarding trip to one of our European offices (Lisbon or Berlin)

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver's seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.