Customer Success Manager

Job Description

Customer Success Manager

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

We are looking for a proactive and relationship-focused Customer Success Manager to support and strengthen our relationships with existing B2B customers.

This is a customer success and account management role focused on customer retention, satisfaction, and long-term account growth. Rather than closing sales, you'll build trusted relationships, conduct regular customer check-ins, identify new business opportunities, and collaborate with the Sales team to ensure customers receive the best possible experience.

The ideal candidate has experience in Customer Success, Account Management, or Client Services and enjoys building strong client relationships while uncovering opportunities that help customers grow.

Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for an assigned portfolio of existing customer accounts.
• Build strong, long-term relationships with customers through regular communication.
• Conduct proactive customer check-ins via phone, email, and virtual meetings.
• Ensure customers remain satisfied with services and address concerns before they become issues.
• Identify and escalate potential retention risks.

Account Growth Support

• Engage customers in consultative conversations to understand their business needs and future plans.
• Identify opportunities for upselling or cross-selling additional products and services.
• Document qualified opportunities and hand them over to the Sales team for follow-up.
• Work closely with Sales to ensure a smooth customer experience throughout the expansion process.

Customer Success & Internal Coordination

• Act as the voice of the customer by sharing feedback with internal teams.
• Collaborate with Sales, Engineering, Operations, and Support teams to resolve customer issues.
• Support onboarding follow-ups and maintain ongoing customer engagement.
• Ensure customers receive timely updates and support throughout their journey.

CRM & Reporting

• Maintain accurate customer records, account notes, and activity logs in the CRM.
• Track account health, renewals, and service updates.
• Provide customer insights and trends to leadership.
• Ensure all customer interactions are documented accurately.

Required Experience & Skills

Must-Have

• 2+ years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar customer-facing role.
• Experience managing relationships with B2B customers.
• Excellent verbal and written English communication skills.
• Comfortable making proactive outbound calls to existing customers.
• Strong consultative communication and relationship-building skills.
• Experience using CRM platforms such as Salesforce, HubSpot, or similar.
• Highly organized with strong attention to detail.
• Ability to work independently while collaborating across multiple teams.

Nice-to-Have

• Experience in telecommunications, wireless, internet services, managed services, or technology industries.
• Experience supporting geographically distributed customer accounts.
• Understanding of B2B technology or connectivity solutions.
• Previous experience working with U.S.-based customers.

Key Performance Indicators (KPIs)

• Customer Retention Rate
• Customer Satisfaction
• Qualified Upsell & Cross-Sell Opportunities Identified
• CRM Data Accuracy
• Customer Engagement
• Account Health

Interview Process

1. Initial Recruiter Screening
2. Client Interview
3. Offer Stage

What happens after you apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. It’s a short, self-recorded video, completed once on your own time, and it’s the final step that completes your application.

Here’s why we do it this way. Instead of repeating yourself on screening call after screening call, you tell your story once and it carries forward. Hiring managers get to see how you actually communicate before you meet, so when you’re a fit, the first conversation isn’t starting from scratch. Fewer interviews, and the ones you do have count for more.

Don’t overthink it. Record it as many times as you like—nobody sees the takes you discard. Just be yourself. Your Intro Video invitation will come from Spark Hire, our trusted video interview platform, so please keep an eye on both your inbox and spam folder for the email.

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