Senior Customer Success Manager - CCaaS

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager - CCaaS based in Brazil.

This is a senior, customer-facing role focused on helping enterprise customers maximize the value of an AI-powered customer experience platform. You will act as a strategic and technical advisor, connecting customers’ business objectives with platform capabilities and best practices. The role combines customer success, solution consulting, program leadership, and commercial collaboration across complex enterprise environments. You will drive adoption, value realization, and long-term customer success across multiple teams and use cases. You’ll work closely with executive stakeholders while coordinating with Product, Engineering, Solutions, Services, and Sales teams. The position offers an opportunity to influence product direction, lead transformation initiatives, and help customers scale, automate, and optimize their customer engagement strategies.

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

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

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

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

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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.

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

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

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

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

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

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

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

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

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

Requirements

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

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

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

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

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Demonstrated ability to configure,