Role Description We have an opportunity for a Customer Success Lead (Life Sciences) to join us at Honeywell, in the UK, where you will be responsible for leading Customer Success execution for the EMEA region, ensuring consistent delivery of customer value, retention, and growth. The role manages Senior Customer Success Managers and CSMs and translates Customer Success strategy into day‑to‑day operational execution. This is a remote role with around 25% travel across EMEA. Key Responsibilities - Own customer health, value realisation, onboarding, adoption, and lifecycle execution while proactively identifying risks and driving retention and renewal outcomes. - Lead and develop a team of Customer Success Managers through goal‑setting, coaching, performance reviews, and talent development. - Maintain operational excellence by executing standardised CS processes, ensuring accurate forecasts, visibility of customer health, and effective use of CS tools and systems. - Partner cross‑functionally with Sales, Support, and Delivery to support renewals, account strategy, onboarding, issue resolution, and escalations. - Provide feedback to senior leaders to improve CS processes, identify efficiency opportunities, and strengthen consistency in execution. Company Description Honeywell has been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do! Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.

Role Description As the Customer Success Associate you will be responsible for providing client-centric and customer-focused support with a specific focus on providing world-class support services to a leading betting operator with a commitment to improving the customer-service experience. The primary purpose of the Customer Success Agent is to resolve customer issues on First Time Resolution/First Call Resolution (FTR/FCR) basis, educate customers on the company’s products and services, provide product feedback, ensure that customers are fully satisfied and happy to continue using the company’s products and services while actively promoting the brand and acting as a brand ambassador at all times. - Be part of the Brazilian Customer Success team and handle customer queries, complaints and issues while educating current/potential customers about the products and services - Conduct cold calls and follow-up calls - Have a full in-depth understanding of the products and services - Provide product feedback to relevant stakeholders - Provide interactive research, in-depth understanding, and informative market behavior to relevant stakeholders - Maintain accurate customer records - Identify and escalate priority issues to Ops team/Team leader - Pay attention to detail and have strong organizational skills - Be able to work independently - Have a strong sense of analytical problem-solving to resolve issues or provide workarounds - Strong ability to multi-task across multiple channels, customers and teams - Liaise with the International Customer Service team - Perform all other duties as assigned by management - Actively participate in weekly updates with the team to review team performance and issues Qualifications - Minimum of 1-2 years of customer support experience - Passionate about Customer Care and Success Management - Online gaming experience with a focus on sports betting (advantageous) - Excellent English and Portuguese communication skills, both verbal and written - Feel comfortable in verbally communicating with customers on the phone - Be a Team Player and work collaboratively within a team environment - Self-driven and motivated - Knowledge of Customer Support Service Desks including but not limited to Freshdesk, Jira and/or Zendesk - Ability to understand, interpret, and communicate issues both internally and to customers - Ability to provide product extensive feedback to stakeholders - Ability to work within strict guidelines, follow company processes and procedures - Empathetic and high emotional IQ - Fast-learner with an ability to think on their feet, and adapt to a fast-paced, high-pressure environment with demanding customers - Ability to positively collaborate in an international remote work environment Benefits - We have an office in São Paulo City! - A competitive salary + individual performance based bonuses every quarter - 30 days paid annual leave - Brazilian employment contract - Referral bonuses & flash bonuses - Top of the line equipment - Annual company off-site team building - Public transportation vouchers - Food vouchers - Life insurance - TotalPass (gym allowance) - Clude (preventative healthcare)

About OnebriefOnebrief is collaboration and AI-powered workflow software designed specifically for military staffs. By transforming this work, Onebrief makes the staff as a whole superhuman - meaning faster, smarter, and more efficient. We take ownership, seek excellence, and play to win with the seriousness and camaraderie of an Olympic team. Onebrief operates as an all-remote company, though many of our employees work alongside our customers at military commands around the world. Founded in 2019 by a group of experienced planners, today, Onebrief’s team spans veterans from all forces and global organizations, and technologists from leading-edge software companies. We’ve raised $320m+ from top-tier investors, including Battery Ventures, General Catalyst, Sapphire Ventures, Insight Partners, and Human Capital, and today, Onebrief is valued at $2.15B. With this continued growth, Onebrief is able to make an impact where it matters most. Position OverviewAt Battle Road by Onebrief, we’re building the next generation of military modeling and simulation technology through AtomEngine, our modern, game-engine-based platform. We are replacing decades-old legacy systems with a more accurate, flexible, and operationally relevant simulation environment. Our technology is already being used in major U.S. military training exercises and command environments. We are seeking a Customer Success Engineer who wants their technical work to directly influence how military leaders train, plan, and make decisions. This is not a traditional customer success role. This is mission-facing engineering. About The RoleAs a Customer Success Engineer, you operate at the intersection of engineering and mission execution. You will deploy into real-world military training environments, including Secret and air-gapped systems. You will develop features for, extend, and configure AtomEngine iteratively onsite with customers. You may be standing in front of senior officers, fielding questions, adapting simulations live, and ensuring customers achieve their goals on the platform. You are the last mile between cutting-edge simulation technology and the warfighter. If you take pride in how you show up, remain composed in challenging environments, and enjoy earning trust and building advocates, this role will challenge and reward you. This role will require travel to visit customers onsite at least 50% of the time. Travel can vary from a few days to a few weeks at a time. What You Will DoYou will operate at the tip of the spear between technology and mission execution. - Deploy AtomEngine into live military training environments, including classified and air-gapped systems - Work directly onsite with various customers, embedded with customers to learn their needs and iterate alongside them. - Write code to develop capability at the edge, prototyping and implementing new AtomEngine features that help customers achieve their goals via both the Mod Kit and source control branches. - Partner with the core product & engineering teams to learn the code base and drive changes back to the mainline. - Configure and adapt entities, behaviors, and operational scenarios to reflect real-world requirements - Troubleshoot technical issues in real time during high-visibility exercises, sometimes in front of large audiences - Teach technical concepts clearly to mixed technical and non-technical audiences, helping military stakeholders understand not just how the platform works, but why it works - Engage constructively with key stakeholders and respond to challenging questions with clarity and professionalism - Translate real-world friction into actionable feedback for Product and Engineering - Improve documentation and repeatability so deployments scale over time - Travel at least 50% of the time to client sites What Makes This Role Different - You will operate in rooms where decisions matter - You will help replace legacy systems that have been in place for decades - You will represent Battle Road daily to officers, colonels, and generals - You will see your work applied in real-world training environments What We Look For - 3+ years of professional experience in a software engineering, solutions engineering, or technical customer-facing role involving hands-on development - Demonstrated experience writing and maintaining production-quality code, including extending existing frameworks, SDKs, or plugin systems - Proficiency in at least one general-purpose programming language used for application or game-adjacent development (e.g., C#, Python, C++, GDScript, or similar) - Strong systems thinking and understanding of modular, maintainable software design - Comfort working with customers face-to-face to debug, iterate, and validate solutions in real-world environments - Self-directed and effective in fast-moving, ambiguous environments - Active Secret or Top Secret security clearance - Willingness and ability to travel at least 50% of the time Preferred Qualifications - Experience presenting or teaching technical concepts to large groups - Experience in modeling, simulation, game engines, or defense-related systems Notice to Third Party Recruitment Agencies Please note that Onebrief does not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without an agreement Onebrief explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of Onebrief.

• Manage and troubleshoot operational tools and integrations incl. SSO, SFTP, SCIM workflows • Support implementation and onboarding of new customer integrations • Diagnose technical issues related to system access, user authentication, data flow • Work closely with Engineering to escalate and resolve technical bugs • Build and maintain SOPs, documentation, internal playbooks • Identify opportunities to improve operational efficiency through automation • Monitor operational metrics, analyze trends in operational requests