Customer Success Manager - B2B2C eSIM

1GLOBAL is a technology-driven global mobile communications leader, built to help enterprises unlock the full potential of mobile connectivity at scale. Powered by a best-in-class telecom platform – including our own owned and operated global mobile core network, a full end-to-end eSIM technology stack, and an extensive portfolio of telecom licenses – 1GLOBAL operates as a fully regulated telecommunications provider across 40 countries worldwide. Combined with our privileged access to the global wholesale telecom market, this positions us uniquely to deliver seamless, compliant, and scalable connectivity solutions anywhere in the world.

We serve many of the world’s leading banks, enterprises, and digital-first businesses, including neo-banks, fast moving consumer goods companies, travel leaders, and payment service providers. Today, 1GLOBAL connects more than 70 million people and devices globally, enabling our customers to launch, scale, and innovate with confidence in the mobile ecosystem.

1GLOBAL is a profitable, fast-growing business. With full-year revenues exceeding US$200 million and profits of over US$25 million, we generate strong cash flows and fund our growth independently—continuously investing in infrastructure, platform innovation, and global expansion. Recent years have marked a defining phase in our journey, with major enterprise and mass-consumer client wins accelerating our evolution into a global mobile connectivity powerhouse, purpose-built to enable consumer brands to enter and succeed with their own telecommunications offerings.

Founded in 2022 by experienced technology entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL has rapidly emerged as a European technology leader shaping the future of global telecommunications. We operate as a fully regulated Mobile Virtual Network Operator (MVNO) in 12 countries and as a regulated telecom operator in an additional 28 markets. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, our team of close to 500 experts across 15 countries is united by a single ambition: to redefine global mobile connectivity through technology, scale, and execution excellence.

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:
• Experience in a customer-facing role within the telecommunications industry (Mobile services, eSIM solutions, API integrations, business process, partnership management).
• Strong knowledge of telecom services, connectivity platforms, and channel/partner expectations and management.
• Exceptional interpersonal and relationship management skills.
• Excellent written and verbal communication; capable of delivering clear, impactful updates to both technical and non-technical stakeholders.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Comfortable leading cross-functional initiatives and influencing without direct authority.
• A proactive problem-solver who thrives in a customer-first culture

Benefits:
Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

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.