Customer Success Manager

As Customer Success Manager, you will be responsible for overseeing a portfolio of enterprise customers, ensuring their satisfaction, success, retention, and growth. You will serve as the primary services point of contact, building and maintaining strong relationships with key stakeholders to understand their needs and objectives. Leveraging your expertise in customer success strategies, you will develop tailored plans to drive adoption, usage, and value realization. Your proactive approach and strategic guidance will be essential in maximizing customer satisfaction, loyalty, and long-term partnerships.

We are looking for a Customer Success Manager who will:

Proactively Develop an Account/Program Strategy

• Manage a portfolio of enterprise accounts, often with complex program and technical requirements, providing clients with thought leadership and consultation to maximize their investment in CSG.
• Develop a deep understanding of your customers’ expected business outcomes, build strong relationships up through C-level executives collaborating with them to construct and execute strategic account plans to drive customer success, retention, and growth.
• Own and maintain the Customer Success Framework for the Accounts in the portfolio, in collaboration with the internal partners.
• Orchestrate strategic business reviews (SRBs) for each account in your portfolio to track progress towards stated business outcomes.

Drive Product Adoption and Benefit Realization

• Evaluate, understand, and advise on ways to materially drive usage of our platform.
• Collaborate cross-functionally with CSG’s GTM, finance, product management and technical teams to ensure seamless implementation and ongoing support of the CSG CX solution portfolio.

Develop Deep Program Understanding

• Be equipped to act as the ‘expert’ at CSG on the customers program, product utility and business outcomes.
• Understand the Business Objectives behind each solution contributing to the overall CX vision for the client.

Own the Services Relationship

• Monitor customer health metrics and create prescriptive recommendations to drive high utilization and adoption of CSG’s CX product suite.
• Act as an escalation point for reported/identified issues and operational service impacting events.

Is this opportunity right for you? We are looking for candidates who:

• Have a bachelor’s degree or equivalent education/experience.
• 3-5+ years of experience in Customer Success, consulting, CX, project/program management and/or account management
• Have experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• Have a proven track record of building and maintaining strong customer satisfaction and achieving revenue growth targets.
• Has the ability to travel up to 25% to customer sites or as their portfolio requires.
• Has experience with Contact Center operations, Telephony Network, Secure File transfer protocols, and IVR systems is a plus.
• Are proficient in English in a business environment.

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect, that’s just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!