Customer Success Manager

The Role

As a Customer Success Manager, you will own a portfolio of CBTS enterprise accounts. You will drive adoption, satisfaction, and growth through proactive engagement. You will guide clients to realize value from their CBTS solutions and shape retention strategies aligned to their business objectives.

What You'll Do

• Serve as the primary post-sale point of contact and trusted advisor for your enterprise clients
• Develop and execute tailored success plans that align CBTS solutions to client KPIs and drive measurable business outcomes
• Lead regular cadence calls, executive business reviews (EBRs), and on-site visits to assess satisfaction, demonstrate value, and deepen relationships
• Monitor account health dashboards, identify risk indicators early, and carry out mitigation plans with Sales and Support
• Drive net revenue retention by identifying expansion opportunities and partnering with Account Executives on upsell and cross-sell within established accounts
• Coordinate cross-functional resolution of escalated service issues, acting as the client's advocate within CBTS
• Keep CRM records accurate and current, including interaction logs, renewal milestones, and opportunity pipeline data

What You'll Bring

Education

Bachelor's degree in Business, Communications, or Information Technology, or an MBA/Master's degree

Experience

• 8+ years of relevant experience [VERIFY: the JD also lists 12–15 years with a bachelor's and 9–12 years with a master's, and this is a Band SS / Level SS1 role. Confirm the experience requirement before posting.]
• Required skills
• CRM platforms (Salesforce or equivalent)
• Customer communication and correspondence
• Renewal and retention management

Microsoft Office / M365

• Account planning and success plan development
• Client relationship management, problem solving, and commercial and financial knowledge
• Nice to have
• Customer success platforms
• Data analysis and reporting
• IT services and managed services experience
• Change management and stakeholder management

Why CBTS

• A broad, in-demand technology portfolio that opens doors across industries.
• Comprehensive benefits, professional development, and a collaborative, high-achiever sales culture.

$55,000-86,000 Base not including commission

The compensation range in this posting reflects the Company’s good‑faith estimate at the time of publication. The applicable base pay range for any individual will be determined based on the candidate’s designated primary work location as well as factors including role scope and responsibilities, required qualifications, and the individual’s experience, education, skills, knowledge, and performance. Certain positions may also be eligible for additional compensation such as discretionary merit increases, bonuses, or sales‑based variable compensation in accordance with applicable plans and role requirements.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.