Customer Success Advocate: Tech Touch Centralization

TL;DR

Customer Success Advocate (Tech Touch Centralization): Proactively retain, grow customer accounts, and minimize churn by aligning services, conducting reviews, and driving upsell opportunities with an accent on one-to-many solutions, self-service enablement, and customer journey management. Focus on monitoring health indicators, leveraging data analytics for adoption, and establishing trusted advisor relationships across diverse customer base.

Location: Remote from Brazil, Argentina, or Mexico

Company

Global leader in optical and routing systems, services, and automation software building adaptive networks for high-speed connectivity.

What you will do

• Proactively identify customer goals and drive business outcomes through service alignment and churn reduction.
• Conduct operational and business reviews, highlight achievements, and suggest solutions to concerns.
• Shepherd customer journeys through onboarding, deployments, implementations, and escalations.
• Identify and drive upsell/cross-sell opportunities and share best practices internally.
• Create one-to-many solutions like KB articles and ensure access to self-service portals.
• Monitor customer health, respond to needs, and ensure renewals and growth using data metrics.

Requirements

• Must be located in Brazil, Argentina, or Mexico for remote work
• 5+ years in technology industry customer success roles.
• Excellent presentation, communication, and conflict resolution skills.
• Strong analytical skills with understanding of KPIs in recurring revenue models.
• Technologically savvy, proficient in Microsoft Office suite.
• Bachelor’s Degree in Business, Engineering, Marketing, or Communications preferred or equivalent experience.

Culture & Benefits

• People-first culture prioritizing flexible work, growth, well-being, and belonging.
• Focus on humanity alongside business priorities and societal impact.
• Collaborative environment valuing diversity, respect, and individual contributions.
• High degree of autonomy and independence in a fast-paced setting.