Customer Success Manager

Job Purpose

The Customer Success Manager (CSM) is responsible for managing enterprise customer relationships, ensuring exceptional service delivery, and driving customer retention, satisfaction, and revenue growth. The role serves as the primary point of contact for customers, overseeing the complete customer lifecycle while ensuring high levels of engagement, operational excellence, and business value realization.

Key Responsibilities

Customer Relationship Management

• Manage and nurture relationships with enterprise and corporate customers.
• Act as the primary Single Point of Contact (SPOC) for all service, operational, and commercial matters.
• Build long-term relationships with key stakeholders and decision-makers.
• Ensure a seamless customer experience across all touchpoints.

Customer Lifecycle Management

• Drive customer onboarding, adoption, and engagement initiatives.
• Conduct regular Quarterly Business Reviews (QBRs) with customers.
• Ensure customers derive maximum value from the organization's products and services.
• Monitor customer engagement and recommend improvement strategies.

Customer Satisfaction & NPS Management

• Own and drive Customer Satisfaction (CSAT) initiatives.
• Monitor customer feedback and implement corrective actions.
• Conduct Net Promoter Score (NPS) surveys and improvement programs.
• Identify opportunities to enhance the overall customer experience.

Retention & Customer Health Management

• Monitor customer health metrics and identify churn risks.
• Develop proactive retention plans for at-risk customers.
• Strengthen customer loyalty through continuous engagement and support.
• Ensure contract renewals and long-term account retention.

Executive & C-Level Engagement

• Engage with CXOs and senior decision-makers.
• Conduct executive reviews and strategic business discussions.
• Present performance reports, service updates, and improvement plans.
• Act as a trusted advisor for enterprise customers.

Escalation Management

• Manage customer escalations and critical service issues.
• Coordinate with internal teams for timely issue resolution.
• Ensure adherence to service commitments and SLAs.
• Maintain clear communication throughout issue resolution processes.

Commercial & Collections Coordination

• Support collections activities and payment follow-ups.
• Coordinate with finance and billing teams to resolve commercial issues.
• Ensure timely resolution of customer billing concerns.
• Monitor account health from both operational and commercial perspectives.

Account Monitoring & Reporting

• Maintain accurate customer records and account documentation.
• Track customer performance metrics and service levels.
• Generate periodic reports and management updates.
• Monitor key customer success indicators and business outcomes.

Growth & Expansion

• Identify opportunities for upselling and cross-selling services.
• Collaborate with Sales and Account Management teams to drive revenue growth.
• Support expansion initiatives within existing customer accounts.
• Contribute to customer growth and account development strategies.

Required Skills & Competencies:

Technical Skills:

1) Customer Success Management Tools

2) Telecom & ISP Industry Knowledge

3) IT Infrastructure Services

4) SLA Monitoring & Reporting

5) CRM Platforms

6) Customer Analytics & Reporting

Functional Skills:

1) Customer Success Management

2) Account Management

3) Customer Lifecycle Management

4) NPS & CSAT Management

5) Customer Retention Strategies

6) Escalation Management

7) Stakeholder Management

8) Collections Coordination

9) Upselling & Cross-Selling

10) Business Review Management