Remote Customer Success Manager - Enterprise

About Our Client

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

Responsibilities

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

- Understand and align with team leadership on 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 the 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 products and services.

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

- Drive upsell opportunities and collaborate with account executives 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 keen attention to detail.

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

- 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**: The opportunity to participate in 100% employer-paid comprehensive medical, dental, and vision plans. A variety of supplemental plans are also available to meet individual needs, including access to telehealth for all participants.

- **CARE FOR YOURSELF**: Take advantage of free virtual counseling resources through the global Employee Assistance Program. Mental health is as important as physical health.

- **SECURE YOUR FUTURE**: Plan for the future with Roth and Pre-tax 401(k) options, including an employer match for all participants.

- **TAKE A BREAK**: Enjoy 5+ weeks of paid time off. Balance is valued, understanding that performance at work requires time to rest at home and/or rejuvenate on vacation.

- **PUT FAMILY FIRST**: Paid parental leave and family planning support are offered.

- **WORK WHEREVER**: Flexible remote work offerings that allow you to work in your most productive environment. It’s what you do, not where you work, that matters.

- **TREAT YOURSELF**: A comprehensive anniversary program that offers a personalized experience in recognition of milestones achieved.

- **MAKE AN IMPACT**: Support betterment in the community by taking paid time off to engage in a volunteer program of your choice.

Salary Range

The annual starting salary for this position is $90,000.00. Factors affecting 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 role are estimated to be $20,000.00 annually and are based on performance.