Customer Success Manager - B2B2C eSIM

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

We are looking for a highly motivated and customer-focused Customer Success Manager (CSM) to manage and grow relationships with 1GLOBAL's B2B2C eSIM partners. In this critical role, you’ll be responsible for delivering an exceptional end-to-end customer experience across 1GLOBAL telecom services, from onboarding through to ongoing service delivery and support.

As a CSM, you will work closely with cross-functional teams including Sales, Technical Support, and Product to ensure customers derive maximum value from our solutions. You will also drive service performance reviews, lead service improvement initiatives, and act as a trusted advisor to your accounts.

Key Responsibilities

• Own the overall customer relationship and experience across 1GLOBAL services for assigned eSIM B2B2C accounts.
• Lead smooth and professional onboarding processes, ensuring customers are set up for long-term success.
• Manage ongoing service delivery, acting as the key point of contact for service-related queries and escalations.
• Coordinate with internal teams (Support, Network Operations, Sales, Product) to resolve issues and improve customer outcomes.
• Conduct regular Service Reviews and performance reporting, identifying and executing Service Improvement Plans as needed.
• Build strong, long-term relationships that drive retention, growth, and advocacy.
• Monitor usage trends and customer health metrics to identify risks and opportunities for expansion.
• Champion the voice of the customer internally to influence product and process improvements.

Requirements

Benefits

Why 1GLOBAL?

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.