Role Overview

We are seeking a motivated and results-driven Customer Success Manager to join our team. As a key point of contact for our valued clients, you will collaborate closely with internal teams to provide strategic guidance and support, while building strong relationships to drive adoption and maximize the value of our solutions.

This is a dynamic role, ideal for someone who is a proactive communicator, relationship-driven, detail-oriented, has strong analytical skills and is passionate about delivering impactful client experiences.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships and understanding their unique business needs.
• Collaborate with clients to develop and execute comprehensive onboarding plans, ensuring a smooth implementation of our solutions.
• Proactively monitor and analyze customer usage and performance metrics to identify opportunities for optimization and expansion.
• Provide timely and effective customer support, troubleshooting issues, and coordinating with internal teams (technical support + boarding engineers) to resolve challenges promptly.
• Conduct regular check-ins and business reviews with clients to assess their satisfaction, gather feedback, and align on their evolving needs.
• Act as a trusted advisor, offering strategic recommendations on utilizing our solutions to achieve clients’ business goals.
• Collaborate cross-functionally with sales, product, and engineering teams to advocate for customers and contribute to product enhancements.
• Identify upsell and cross-sell opportunities by understanding clients’ expansion plans and suggesting additional features or services.
• Maintain accurate records of customer interactions, feedback, and progress in our CRM system.

Qualifications

• 2+ years of experience in a customer-facing role within the B2B SaaS/CCaaS/CPaaS industry.
• Excellent communication and interpersonal skills, with the ability to build rapport and effectively convey technical information to non-technical audiences.
• Problem-solving mindset.
• Data-driven approach, comfortable using analytics to track performance and derive insights.
• Skilled at managing multiple clients and projects.
• Experience with CRM platforms.
• Fluent English required; additional languages are a plus.