Job ID: JO1701

Location: Remote (Work@Home) Latam.

Schedule: 9:00 am to 6:00 pm CST, M-F except for USA National Holidays

Duration: Full-Time

Company Background: 

We are a software business on a mission to make telecom a breeze. We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster. 

We embrace a people-first philosophy rooted in respect, trust, and flexibility. We believe that whatever works best for our employees is what works best for us. The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

Position Summary:

Reporting to the Manager, Customer Success, the Customer Success Manager is responsible for managing a portfolio of customer accounts and delivering an exceptional client experience.

You will serve as a trusted partner to customers, driving product adoption, retention, and satisfaction while collaborating cross-functionally with teams across Sales, Support, Marketing, Product and Engineering. You bring a combination of relationship management expertise and project coordination skills, enabling you to manage complex, multi-stakeholder engagements With confidence.

Responsibilities:

Customer Relationship Management

• Own a portfolio of customer accounts, serving as the primary point of contact for all Relationship and success activities.
• Build and maintain strong relationships with customer stakeholders, including executives and key decision-makers.
• Develop a comprehensive understanding of each customer's requirements, objectives, and success criteria.
• Monitor customer health scores, satisfaction, and product adoption metrics, proactively identifying and addressing risks.
• Manage contract renewals end-to-end, minimizing churn and identifying expansion Opportunities within the existing customer base.
• Provide hands-on support for at-risk accounts, escalating issues as needed, and Coordinating internal teams to resolve them.

Project Coordination & Execution:

• Coordinate cross-functional delivery activities related to customer onboarding, platform implementation, and ongoing success milestones.
• Establish and manage project schedules, track progress against key milestones, and communicate status updates to internal and external stakeholders.
• Manage project documentation, risks, timelines, and resource coordination across teams.
• Resolve day-to-day issues and moderate-scope problems as they arise, escalating to Management, when appropriate.
• Maintain a strong customer focus throughout all project activities, balancing competing priorities while meeting commitments.

Collaboration & Reporting:

• Collaborate cross-functionally with Sales, Support, Product, Engineering, and Operations teams across a distributed remote environment.
• Track and maintain customer success metrics and KPIs; surface trends and insights to leadership on a regular cadence.
• Identify opportunities to improve service delivery, customer experience, and internal processes.
• Contribute to upsell and expansion opportunities by understanding customer needs and aligning them with the company’s evolving product capabilities.

Knowledge, Skills, and Abilities:

• Strong customer focus and empathy, with experience working directly with an enterprise Organizations and senior stakeholders.
• Excellent relationship management skills and the ability to influence individuals at all levels of an organization.
• Proven ability to manage complex, cross-functional projects including scheduling, resource coordination, risk tracking, and stakeholder communication.
• Analytical thinking, problem-solving, and process improvement capabilities.
• Exceptional organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, including experience delivering Presentations to diverse audiences.
• Ability to navigate ambiguity and adapt within an evolving, high-growth team environment.
• High level of professionalism, accountability, and attention to detail.
• Comfortable working independently with minimal day-to-day direction while knowing when to escalate.

Required Skills & Experience:

• Bachelor’s Degree in Business or equivalent experience.
• 3+ years of experience in Customer Success, Account Management, or a related client- facing role.
• Demonstrated experience managing renewals, expansions, or retention programs.
• Experience coordinating or managing cross-functional projects or customer implementations.
• Project Management certification (PMP, CAPM, or equivalent) is an asset.
• Experience in SaaS or telecommunications software environments is preferred.