Costumer Success Manager

About Us

Planck Technologies is a company specialized in Software Development, dedicated to shaping futures and creating value through innovative IT solutions. By expanding teams and offering a comprehensive range of services—from Software Development and Infrastructure Management to Cybersecurity—we empower clients with all the expertise they need in one place. Inspired by the principles of quantum physics, we push beyond traditional boundaries to deliver customized solutions that redefine the IT landscape and drive shared success.

What are we looking for?

We are looking for a Customer Success Manager to join our team and support enterprise customers in maximizing value from Telco, IT, and Cloud solutions. This role ensures customer satisfaction, retention, and growth through proactive communication, strategic relationship management, and continuous service oversight.

Job Description

Minimum experience required

• Minimum of 5 years of experience in B2B digital roles (integrators, operators, or manufacturers);

Requirements

• Higher education degree (preferred);
• Relevant certifications/training are a strong plus: ITIL, ISO 20000, Customer Success frameworks (e. g. , Cisco CSM), PMP, Cloud (Azure, AWS, Google Cloud), Networking (CCNA);
• High-level technical knowledge in networking, IT infrastructure, and cloud;
• Proactive, autonomous, and capable of managing multiple stakeholders (technical, operational, and executive);
• Excellent verbal and written communication skills;
• Data-driven mindset, comfortable defining, tracking, and analyzing KPIs, with the ability to translate operational data into actionable insights;
• Fluent in Portuguese and English.

Responsibilities

Service Model & Governance

• Act as the customer’s single point of contact, ensuring ownership of the relationship and service delivery;
• Participate in customer onboarding to ensure fast
  -
  - value and adoption of contracted services;
• Design, implement, or review processes, reporting, governance models, communication channels, and contract management approaches;
• Define and manage
  - specific KPIs to track progress toward business objectives;
• Prepare and lead Executive Steering meetings and Service Reviews, including structured reports, KPIs, risk assessments, and opportunity analysis;
• Develop Customer Success Plans aligned with the customer’s desired business outcomes;
• Act as Voice of the Customer (Vo
  C), collecting structured feedback and translating it into continuous improvement actions with internal teams;
• Support contract and partner management, including involvement in billing processes.

Operational Visibility & Crisis Management

• Monitor service activity in ITSM tools and stay informed of operational performance;
• Lead crisis management situations, including acting as incident manager and preparing
  - incident reports.

Service Expansion & Opportunities

• Analyze service data and trends to identify patterns, issues, and improvement opportunities;
• Actively participate in contract renewal processes;
• Identify expansion or upsell opportunities and collaborate closely with sales, marketing, and product teams. .

Working Model

• Location: Lisbon, Porto, or client premises — hybrid model (3 days per week
  - site)

If you have a passion for helping clients succeed, enjoy building lasting relationships, and thrive in solving challenges with empathy and strategy, this opportunity is for you!

Send your resume to jobs@planck. pt and put in the “Subject” the position you are applying for and your name.

We are looking forward to hearing from you! Be part of a company that is redefining the future through technology!

NOTE: In accordance with the EU General Data Protection Regulation No. 2016/679, we inform you that by responding to this advertisement, you consent to the use of your data by Planck Technologies for as long as necessary. If you have any questions or would like to request the deletion of your personal data, please send an email to geral@planck. pt.