Job Description

As a Customer Success Manager, your goal is to ensure our customers derive maximum value from our solutions. By understanding their needs and business objectives, you'll be instrumental in their journey, guaranteeing they are fully supported and satisfied at every touchpoint with our organization.

Responsibilities

As our new Customer Success Manager you will:

• Develop and maintain positive relationships with assigned customer accounts, ensuring their needs are met and expectations are surpassed.

• Understand and align with team leadership the strategic goals of each account.

• Monitor customer health metrics, identifying potential issues, and proactively addressing them.

• Deliver training sessions to customers to ensure they are applying our solutions to their fullest potential.

• Act as the primary point of contact for customer inquiries, coordinating with various internal teams to resolve any issues.

• Analyze data to provide insights and recommendations to clients.

• Regularly check in with clients, gathering feedback and ensuring their continued satisfaction with our products and services.

• Advocate for customer needs within the organization, providing feedback to product and development teams.

• Drive upsell opportunities and collaborate with an account executive on cross-sell opportunities.

• Stay updated on industry best practices and trends to provide expert advice and guidance to clients.

Requirements

• Minimum of 3 years of experience in a customer success, account management, or client-facing role, preferably within the CPaaS or tech industry.

• A Degree, preferably in Business, Communications or equivalent work experience.

• Proficiency in written and spoken English.

• Exceptional relationship-building and interpersonal skills.

• Strong understanding of customer needs within the tech and telecom sectors.

• Effective problem-solving abilities, with a keen attention to detail.

• A demonstrated ability to work in a fast-paced environment and handle multiple accounts simultaneously.

• The proven ability to translate customer feedback into actionable insights for the product team.

• A team player attitude, with a willingness to collaborate across departments.

• Strong communication skills, capable of presenting and explaining complex concepts in a clear manner.

Benefits

• STAY HEALTHY: We offer 100% employer-paid comprehensive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy 5+ weeks of paid time off. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support through Maven.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• TREAT YOURSELF: Our comprehensive anniversary program offers a personalized experience in recognition of milestones achieved.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is $90,000.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is eligible for commissions in accordance with the terms of the Company’s plan. Commissions for this position are estimated to be $20,000.00 annually and are based on performance.

This role will be accepting applications until September 2nd, 2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.

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