Success Engagement Manager - SmartHome

Calix is seeking a Success Engagement Manager to drive the adoption and success of our SmartHome solutions with service provider customers. In this role, you will empower our customers to transform their subscriber experiences by leading them through each stage of the SmartHome journey—from initial kickoff through launch, adoption, and ongoing optimization. You will partner closely with cross-functional teams—including Sales, Product, Marketing, and Success—to continuously innovate and deliver customer enablement programs, content, and experiences in both 1:1 and 1:Many engagements. You will serve as a strategic partner and consultant to our customers, guiding them to achieve meaningful business outcomes and realize sustained value for their organization and their subscribers. The ideal candidate is passionate about delivering exceptional customer experiences, thrives in a collaborative environment, and is committed to helping customers maximize the value of Calix SmartHome solutions. Your work will directly impact customer satisfaction, product adoption, and the overall success of our service provider partners.

Responsibilities and Duties:

• Drive adoption for SmartHome services with Broadband Service Provider (BSP) subscribers.
• Monitor customer ramp to identify and mitigate risk
• Create, maintain and evolve comprehensive enablement programs for BSP’s to leverage as they go to market with SmartHome.
• Work with sales and existing product success managers to assist customers beginning from the point of sale and extending through onboarding, launch and adoption.
• Partner with Product, Marketing, Services, Success, and Sales teams to help create compelling multi-dimensional enablement that deliver exceptional value to broadband service providers and their communities.
• Collaborate with Marketing to develop compelling Market Activation content for BSP’s to utilize in their go to market efforts.
• Effectively communicate, validate, and propagate self-service assets for customers.
• Participate in broader support of the Customer Community through authoring Best Practice articles and videos, collaborating with Marketing to create compelling Customer Case Studies and contribute to the digital Customer Community
• Gather product feedback for continuous product enhancement and customer value and help customers plan to maximize their benefit with new feature releases.

Qualifications:

• 8+ years’ experience in relevant solution/product management, marketing or success
• 1-3+ years of direct customer advocacy and engagement experience in customer success, professional services, project management or account management functions
• Experience in B2C marketing required
• Experience in SaaS, Telecommunications or Broadband industry preferred
• Experience in project management preferred
• Strong written communication and public speaking/presentation skills
• Natural proactive nature who approaches all situations with an empathetic and patient manner
• Demonstrated ability to think strategically, execute tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Future Travel Expectation: Less than 25%
• Must have a valid driver's license.

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