Customer Success Manager
$70,000–$75,000 year
RemoteUnited States
Job Summary
Own the customer relationship throughout the entire lifecycle, from onboarding to expansion, while collaborating with deployment teams to ensure seamless post-launch transitions. Guide clients through NetSapiens platform best practices, configuration standards, and operational workflows to drive successful launches and solution adoption. Serve as the primary liaison between customers and internal teams including Engineering, Product, and Sales, advocating for customer needs to influence product enhancements and roadmap direction. Monitor and drive resolution of customer-reported issues, coordinating technical triage and tracking all live discussions to ensure consistent updates and visibility. Analyze recurring issues to identify opportunities for process improvement, product enhancements, and customer education, while maintaining a deep understanding of APIs, system capabilities, and troubleshooting basics to provide technical recommendations.
Required Qualifications
- Bachelor's degree or equivalent experience
- 2–3 years of telecom and VoIP experience
- Strong technical aptitude and the ability to understand and communicate platform-level concepts (SIP, routing, call flows, provisioning, APIs, troubleshooting basics)
- Analytical and process-oriented mindset with attention to detail
- Proficiency with Microsoft Office, especially Excel and Outlook
- Ability to work independently and manage multiple technical priorities simultaneously
- Demonstrated ability to communicate clearly with both technical and non-technical audiences
- Excellent written and verbal communication skills
- Strong organizational, time-management, and multitasking skills
- Proven track record in customer service, account management, or technical support within a professional environment
- Ability to respond to customer needs promptly and professionally
- Strong teamwork and collaboration skills, with experience interfacing across multiple internal departments
Desired Qualifications
- NetSapiens Platform experience
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