Technical Customer Success Manager

Unico is the first and largest Brazilian IDtech, developing innovative solutions to protect personal information and how private companies use them. We are placing Brazil on the global map of innovation - based on the development of technologies that can bring security and transparency to people - and now we are expanding! To get there, we keep investing our efforts in our people. We have an incredible team committed to this great goal.
Come and join us!

Our culture
Our values are the basis for everything we do! Our work environment is collaborative, full of learning opportunities and possibilities for you to develop your career with autonomy and support from leaders and colleagues. Please visit our website to learn more about our culture.

We’re looking for a Tech Customer Success Manager to own the relationship with our clients - from onboarding through ongoing success. You’ll be the bridge between customers and our R&D team: communicating clearly, managing onboarding projects, troubleshooting issues at a basic technical level, and ensuring our engineering priorities align with real client needs.
This is not a sales nor pure customer success role: You’ll also be hands-on - digging into logs, analyzing dashboards, understanding how things work, and collaborating with developers. If you’re organized, tech-curious, and love helping people succeed, this is your kind of job.
What You’ll Do:
Be the main point of contact for assigned clients - written and verbal.
Manage inbound support tickets: triage, reproduce, and perform initial analysis.
Collaborate with the R&D team for deeper investigations and track resolutions.
Communicate updates clearly across time zones (IL & US).Flexible work schedule, e.g. starting late on days with calls in the PST AM time-zone.
Lead renewals efforts together with the team
Own onboarding projects from contract signing to successful go-live.
Plan timelines, dependencies, and deliverables with clients and internal teams.
Guide clients through product configuration, integrations, and setup.
Facilitate training sessions and ensure adoption milestones are hit.
Document onboarding status, risks, and technical context.
Take an active part in each sprint’s planning, retrospectives, release readiness and the design of new features!
Track KPIs - bugs, velocity, support load, etc.
Ensure client feedback translates into clear product actions and documentation.
Help maintain visibility across product, support, and development.
What You'll Need:
Excellent written and spoken English; confident client communication.
Strong organizational and project management skills.
Experience managing onboarding or implementation projects in a SaaS environment.
Comfortable working with distributed teams across multiple time zones.
Proactive ownership and accountability - you close loops, not open them.
Availability for a hybrid work model, with a requirement of 3 days per week in the office.
Nice-to-Haves (we’ll train you if you’re motivated):
Familiarity with browser tools (Chrome DevTools), logs, and dashboards (e.g. Datadog).
Basic understanding of APIs, HTTP requests, and modern web apps.
Basic scripting knowledge (e.g. JavaScript /Typescript / Python).
Experience with Agile or Scrum workflows and tools (Jira, Linear, etc.).
What Success Looks Like:
Clients see you as their go-to person - responsive, reliable, and clear.
Onboarding projects hit deadlines smoothly.
Support tickets are analyzed and escalated with context and precision.
R&D has better visibility into client impact and priorities.
Why Join Us:
Fast-moving SaaS environment where you’ll wear multiple hats and grow fast.
Training and mentorship from experts on technical analysis and web infrastructure.
Real ownership — you’ll directly shape how we serve our clients and scale our operations.
Career Growth - with Unico’s growth to North America & EMEA, our office will grow together with leadership & product opportunities.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.