Chief Customer Advocate

The Customer Success Manager will serve as a direct point of contact for high-profile customers, ensuring their needs are met and exceeded. This role requires a strong understanding of customer relationships, adoption strategies, and technical expertise.

Key Responsibilities:

• Develop and maintain strong customer relationships to ensure long-term success and satisfaction.

• Proactively drive adoption across multiple product technologies to maximize ROI.

• Mange Adoption Campaigns through regular updates of campaign objectives in CRM systems.

• Ensure customer satisfaction by facilitating QBRs, executing mutual success plans, addressing technical demands, and escalating issues in a timely manner.

• Mitigate churn risk and protect portfolio MRR growth.

• Project Management - quarterback internal and external initiatives.

• Act as sales liaison, build internal relationships to drive growth expansion inside accounts, manage partner relationships to better support premium customers.

• Partner cross-functionally with support, professional services, sales, and marketing segments to create customer success that drives positive customer satisfaction and account growth.

• Execute and build out an Adoption strategy through consistent business reviews to have a proactive approach with the account base.

Requirements:

• 3-7 years of direct and verifiable enterprise-level customer success experience.

• Proven track record of success with a history of exceeding customer satisfaction and adoption goals.

• Driven by personal, team, and company achievement with a commitment to excellence.

• Possess a rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.

• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick situational awareness.

• Enterprise-ready solution-oriented mindset to understand and solve complex customer issues.

• Experience interacting with and influencing C-level executives.

• Strong communication skills - written and verbal - with understanding of situational best practices.

• Excellent presentation skills - from small to large audiences.

• Ability to lead, manage, or influence both internal resources and customer resources to achieve successful outcomes.

• Experience with VoIP technology, Contact Center technology, and terminology preferred.

• Knowledgeable in advanced network troubleshooting and terminology preferred.

• BS or equivalent education and relevant experience.

What We Offer:

• Comprehensive medical, dental, vision, disability, life insurance.

• Health Savings Account (HSA), Flexible Spending Account (FSAs), and Commuter benefits.

• Voluntary supplemental health coverage and life insurance.

• 401K match and ESPP.

• Paid time off and paid sick leave.

• Paid parental and pregnancy leave.

• Family-forming benefits.

• Emergency backup care.

• Employee Assistance Program (EAP) with counseling sessions available 24/7.

• Free legal services.

• Employee bonus referral program.

• Student loan refinancing assistance.

• Employee 1:1 coaching, perks, and discounts program.

About Us:

We empower modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. Our platform provides flexible and cost-effective solutions for businesses of all sizes.

We value diversity and equality, and we're committed to creating an inclusive work environment. If you require accommodations during our application and interview process, please let us know.