Customer Success Manager

Responsibilities

• Analyze lifecycle data and translate insights into clear, actionable recommendations for customers and internal business partner teams.
• Identify root causes, define and activate solutions, and deploy cross-functional support as needed to drive resolution and improve customer health.
• Own and manage the customer lifecycle from onboarding through renewal, ensuring customers achieve defined goals and measurable outcomes.
• Conduct quarterly Business Reviews to align performance, value realization, ROI, and proactively position renewals.
• Develop and execute detailed account plans to accelerate customers through the Lifecycle Journey, driving adoption, engagement, and long-term success.
• Lead customer onboarding and training initiatives to ensure full utilization and optimization of the Tranzact, self-service platform.
• Manage Revenue Risk Assessment Dashboards to identify churn risks, develop mitigation strategies, and protect recurring revenue.
• Own the renewal process end-to-end, including forecasting, renewal strategy development, pricing discussions (as applicable), stakeholder alignment, and timely contract execution to ensure high gross and net revenue retention.
• Identify expansion, upsell, and cross-sell opportunities, partnering with Sales to drive pipeline growth and increase customer lifetime value.
• Provide responsive, knowledgeable, efficient, and professional post-sale support through the Tranzact portal, IVR, and email channels.
• Maintain an industry wide perspective on best-in-class customer experience practices to continuously elevate service delivery and customer outcomes.

Qualifications

• Ace or Bachelor’s degree in a related field, or equivalent combination of training, education, and experience.
• Minimum of five (5) years of relatable experience in the Telecommunications industry.
• Minimum of five (5) years in Customer Success, Account Management, or similar client-facing roles with ownership of customer outcomes.
• Minimum of three (3) years of direct experience managing renewals, revenue retention, and contract negotiations, with a demonstrated ability to secure recurring revenue and minimize churn.
• Proven ability to develop and execute renewal strategies, including forecasting, stakeholder alignment, value articulation, objection handling, and timely contract execution.
• Strong understanding of revenue retention metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn rate, and expansion growth.
• Excellent verbal and written communication skills, with the ability to articulate the customer story through compelling and engaging methods that reinforce value and drive renewal decisions.
• Ability to create and project-manage continuous experience improvement programs (scope definition, milestone management, stakeholder engagement, execution, and change management).
• Demonstrates an understanding of various technical architectures and operating systems.
• Detail-oriented, highly accurate, and demonstrates excellent follow-up and organizational skills.
• Proficient in Microsoft Word, Excel, and PowerPoint with full working knowledge of the internet, email, and web browsers.
• Willingness to travel up to 25%.

Pay

• Estimated Base Salary Range: $68,100.00 - $104,700.00 USD/annually.

Benefits

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave