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Customer Success Manager
Location
United States
Posted
4 days ago
Salary
$106K - $147K / year
No structured requirement data.
Job Description
Role Description
This role offers the opportunity to drive meaningful outcomes for strategic customers by ensuring they achieve maximum value from their technology investments. You will own the onboarding, adoption, and long-term success of an assigned portfolio of clients, building strong relationships and acting as a trusted advisor. The position requires cross-functional collaboration with Sales, Product, Marketing, and Technical teams to improve customer satisfaction, retention, and growth. You will also identify opportunities for advocacy, expansion, and upsell while providing actionable insights that inform strategy. This is a highly visible role that balances customer engagement, process optimization, and strategic influence, ideal for a proactive, customer-focused professional. The environment encourages innovation, continuous learning, and measurable impact.
- Own the overall success, adoption, and value realization for a portfolio of strategic customers, ensuring long-term engagement and satisfaction.
- Lead customer onboarding, coordinate cross-functional resources, and guide customers toward best practices for platform adoption.
- Conduct regular business reviews, serve as a trusted advisor, and align with internal teams to drive renewals and mitigate churn risk.
- Identify and support cross-sell and upsell opportunities in collaboration with Sales teams (non-quota-carrying).
- Advocate for customers internally, providing insights to Product, Marketing, and Technical teams to influence roadmap, offerings, and customer experience.
- Contribute to the evolution and scalability of the Customer Success function through process improvements, engagement models, and best practice documentation.
- Partner with executive leadership on escalations, sponsorship, and strategic initiatives to maximize account value.
Qualifications
- Approximately 10 years of experience managing strategic or key customer accounts, with strong focus on outcomes, customer impact, and business growth.
- Deep understanding of Internet Service Provider (ISP) industry operations, including go-to-market strategies, service provisioning, customer service models, and wireless technologies.
- Ability to influence through persuasion, negotiation, and consensus-building while maintaining empathy and commercial awareness.
- Solid understanding of recurring revenue models and key drivers of customer lifetime value.
- Analytical, structured, and process-oriented mindset, able to translate insights into actionable strategies.
- Excellent written, verbal, and presentation skills for both technical and executive audiences.
- Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience.
- Willingness and ability to travel as required.
- Growth-oriented, innovative, and proactive mindset.
Benefits
- Competitive base salary range of $106,000 – $147,000 annually, plus bonus, equity, and benefits.
- 401(k) plan with company match.
- Comprehensive health, dental, and vision coverage.
- Life insurance and other employee wellness benefits.
- Flexible remote work and collaborative, innovative work environment.
- Opportunities for professional development, career growth, and measurable impact.
Company Description
Job Requirements
- Approximately 10 years of experience managing strategic or key customer accounts, with strong focus on outcomes, customer impact, and business growth.
- Deep understanding of Internet Service Provider (ISP) industry operations, including go-to-market strategies, service provisioning, customer service models, and wireless technologies.
- Ability to influence through persuasion, negotiation, and consensus-building while maintaining empathy and commercial awareness.
- Solid understanding of recurring revenue models and key drivers of customer lifetime value.
- Analytical, structured, and process-oriented mindset, able to translate insights into actionable strategies.
- Excellent written, verbal, and presentation skills for both technical and executive audiences.
- Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience.
- Willingness and ability to travel as required.
- Growth-oriented, innovative, and proactive mindset.
Benefits
- Competitive base salary range of $106,000 – $147,000 annually, plus bonus, equity, and benefits.
- 401(k) plan with company match.
- Comprehensive health, dental, and vision coverage.
- Life insurance and other employee wellness benefits.
- Flexible remote work and collaborative, innovative work environment.
- Opportunities for professional development, career growth, and measurable impact.
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