Customer Success Manager - IoT

Proximus•,

About The Position

Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is shaping the future of communications and digital identity. Our mission is simple: to enable seamless global connectivity and trusted engagements that power the world's interactions. Together, our solutions fuel innovation across the world's largest companies and emerging brands. With a truly global reach, we enable businesses to create engaging customer experiences while integrating fraud protection across the entire lifecycle. Our portfolio covers global voice, messaging and data connectivity, alongside 5G and IoT solutions. It also includes digital identity, verification and CPaaS platforms for personalised, omnichannel engagement. Through these capabilities, we help businesses and communities stay connected, secure and ready to grow. Today, we reach more than 5 billion subscribers, secure over 180 billion transactions every year, and connect more than 1,000 destinations worldwide — delivering on our commitment to connect, protect and engage everywhere. Key highlights Powering more than 13 billion digital communications every month Supporting over 3,500 active customers through a presence in 50+ global offices across 100+ countries Managing 50% of global roaming data traffic and connecting 150 million IoT devices Driving innovation in 5G, private networks and IoT, reinforcing our position in next-generation communications We are seeking an experienced and technically strong Customer Success Manager (CSM) to join our IoT Connectivity Business Unit, with a primary focus on SIM for Things (SFT) solutions. This role goes beyond traditional post-sales support: the CSM acts as a customer-facing technical leader across the full customer lifecycle, with a strong emphasis on presales engagement, solution design, and value positioning. As SFT evolves (e.g. eSIM management, SGP.32 capabilities, advanced connectivity services, new IoT use cases), the CSM plays a key role in translating product capabilities into customer value, supporting sales cycles, and driving adoption and expansion for Tier-1 enterprise customers.

Requirements

Strong technical background in Telecom, IoT, or IT Engineering
Proven experience in a Customer Success / Presales / Solution Engineering role
Solid understanding of IoT connectivity and roaming ecosystems
Solid understanding of MVNO / MVNE / M2M models
Solid understanding of eSIM technologies and evolving specifications (e.g. SGP.32)
Ability to act as a customer-facing technical expert and consultant
Experience with complex solution design and customer onboarding
Strong communication and presentation skills (technical & business audience)
Fluency in English (spoken and written) is a mandatory requirement for this position.

Nice To Haves

Experience with Cloud and AI solutions is considered an advantage.
Fluency in Spanish is a strong asset

Responsibilities

Act as a technical partner to Sales and Business Development throughout the full sales cycle
Lead technical presales engagements, including customer discovery, solution design, and value positioning
Translate customer business requirements into scalable IoT/SIM Management Portal architectures and configurations
Support and lead RFP/RFI responses, solution validation, and deal qualification
Present BICS SFT solutions (connectivity, eSIM Hub, APIs, platform capabilities) to customers
Drive POCs, trials, and customer onboarding readiness
Serve as the primary technical point of contact for customers
Guide customers on IoT connectivity strategies, platform usage, and solution scalability
Advise on BICS SFT product evolution, including new features, use cases, and roadmap alignment
Ensure alignment between business objectives and technical implementation
Own the end-to-end onboarding journey (connectivity setup, SIM lifecycle, API integration, etc.)
Coordinate cross-functional teams to ensure smooth deployment and integration
Lead customer training on BICS SFT platform, APIs, and operational processes
Manage customer lifecycle from onboarding through growth and renewal
Ensure customers adopt and fully leverage BICS SFT capabilities
Identify and develop new use cases, upselling, and expansion opportunities
Monitor KPIs and proactively drive customer success and retention
Act as the voice of the customer internally across Product, Marketing, and Delivery teams
Gather feedback and contribute to product roadmap evolution
Support innovation by linking customer needs to BICS SFT product evolution

Benefits

Global & Inclusive: Work with diverse teams across 100+ countries, in a truly international and connected environment.
Ownership & Trust: Take initiative, make decisions and own your impact with real autonomy.
Innovation with Purpose: Contribute to meaningful solutions in global connectivity, combining technology, platforms and expertise across Proximus Global.
Growth Mindset: Continuously learn, challenge the status quo, and grow across our global organisation.

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