Customer Success Manager Role Description
The Customer Success Manager is a dynamic role that is inherently cross‐functional. You will proactively create and implement plans for building, growing and retaining long‐term customer relationships. You will work directly with customers, sales, product support, product management, and internal engineering team(s) to deliver turnkey networking solutions to solve service provider's scale and capacity challenges as they approach 5G, next‐gen internet, and data center deployments.
You will own creating customer experiences, take learnings from these engagements, and drive our business processes and roadmap, shaping next‐generation Access, 5G, Optical Transport, Aggregation, Data Center, and Provider Edge solutions.
Primary Responsibilities
- Build relationships with our most strategic customers by working with customers, sales, internal teams, and partners to accelerate deployment, adoption and value realization using OcNOS product portfolio.
- Develop plans to make customer‐specific deployment, technology,



service or software migration a success.
- Be responsible for customer success metrics such as CSAT, NPS or other metrics as defined for the year.
- Communicate with internal and external stakeholders about the health of the customer success journey for strategic customers, create pivot plans as needed and execute to maintain stability of the customer networks while helping them innovate and launch new services.
- Collaborate with the OcNOS product teams to define platform requirements and product plans for next‐generation OcNOS solutions.
- Work proactively to resolve technical issues for customers.
- Develop unique, compelling, and exciting presentations and demonstrations of IP Infusion solutions and customer success team value proposition.
- Review customer complaints and concerns and seek to improve the customer experience.
- Delegate and direct tasks, monitor the progress of customer issues and projects, and provide

📌 Customer Success Manager (Ciudad de México)
🏢 Sydney James Recruitment
📍 Ciudad de México