US Customer Success Manager

About the role

Play a pivotal role in ensuring the success and satisfaction of our telco clients. You’ll combine strong domain expertise, strategic relationship management, and a focus on driving growth and operational efficiency on our platform.

Responsibilities

• Customer Success and Satisfaction:
  • Build and maintain strong relationships with business and product stakeholders within telco accounts.
  • Act as a trusted advisor, providing strategic guidance to maximize the value of our platform.
  • Drive high CSAT and NPS scores by proactively addressing customer needs and delivering exceptional service.
  • On-site client presence to strengthen relationships and gain insights into their business challenges and opportunities.
  • Support solution-oriented customer conversations by translating business needs into platform capabilities, working closely with internal experts where required.
• Platform Growth and Adoption:
  • Expand the usage of our platform by encouraging customers to manage more services through it.
  • Identify opportunities to introduce new services and solutions to existing and new business units.
  • Collaborate with cross-functional teams to tailor solutions to meet customer requirements.
• Revenue and Financial Management:
  • Drive bookings from existing accounts and new business units or operating companies (Opcos).
  • Ensure accurate revenue forecasting and achieve targeted revenue growth for SaaS offerings.
  • Oversee cash collection processes to maintain healthy financial operations.
• Performance Metrics: Own and achieve the following key performance indicators:
  • CSAT and NPS improvement
  • Revenue growth
  • SaaS adoption and usage expansion
  • Account profitability and margin
  • Timely cash collections

Requirements

• 5+ years of experience in customer success, account management, or a related role within the SaaS or telco industry.
• Proven track record of driving revenue growth and expanding platform adoption.
• Strong background in managing complex telco accounts and working with business/product stakeholders.
• Deep domain expertise in telco ecosystems.
• Prior hands-on experience in operational roles, such as Solution Architect or similar, is highly preferred.
• High willingness to travel (mainly North America, at least ~50%).
• Unlimited, valid work- and residence- permit for the USA.

Qualifications

• Bachelor’s or MBA degree in Business, Technology, or a related field (preferred).

Skills

• Exceptional relationship-building and interpersonal skills.
• Strategic thinker with the ability to identify growth opportunities and drive execution.
• Strong analytical skills with experience in revenue forecasting and account margin optimization.
• Effective communication and presentation skills, both written and verbal.
• Nurturer and farmer mindset with outcome-driven focus.
• A pragmatic, hands-on mindset and the ability to take ownership across classic CSM boundaries where it helps drive customer success and business impact.

Benefits

• US-specific benefits:
  • Medical, Dental, Vision
  • Life Insurance and ADD
  • 401K
  • EAP
• Further US benefits:
  • Employee Referral Bonus
  • 20 Days’ Vacation per year
  • 3 Days Floating Holiday per year
• State-of-the-art: Work very closely with Senior Levels of our Tier 1 and Tier 2 customers.
• Way of Working: Freedom to organize your day-to-day work and creativity in helping customers increase platform usage.
• Joy: Good cooperation and togetherness as essential elements of our company philosophy.

Pay

Salary range: $125,000 - $175,000 gross per year, depending on your specific qualifications and professional experience.

Schedule

• Full-time
• Hybrid (Client Based)
• Immediate Start