Job DescriptionJob Purpose NThe Customer Success Manager (CSM) is responsible for managing enterprise customer relationships, ensuring exceptional service delivery, and driving customer retention, satisfaction, and revenue growth. The role serves as the primary point of contact for customers, overseeing the complete customer lifecycle while ensuring high levels of engagement, operational excellence, and business value realization. NKey ResponsibilitiesnCustomer Relationship Management Nn Manage and nurture relationships with enterprise and corporate customers. N Act as the primary Single Point of Contact (SPOC) for all service, operational, and commercial matters. N Build long-term relationships with key stakeholders and decision-makers. N Ensure a seamless customer experience across all touchpoints. NnCustomer LifecycleManagement Nn Drive customer onboarding, adoption, and engagement initiatives. N Conduct regular Quarterly Business Reviews (QBRs) with customers. N Ensure customers derivemaximum value from the organization's products and services. N Monitor customer engagement and recommend improvement strategies. NnCustomer Satisfaction & NPS Management Nn Own and drive Customer Satisfaction (CSAT) initiatives. N Monitor customer feedback and implement corrective actions. N Conduct Net Promoter Score (NPS) surveys and improvement programs. N Identify opportunities to enhance the overall customer experience. NnRetention & Customer Health Management Nn Monitor customer health metrics and identify churn risks. N Develop proactive retention plans for at-risk customers. N Strengthen customer loyalty through continuous engagement and support. N Ensure contract renewals and long-term account retention. NnExecutive & C-Level Engagement Nn Engage with CXOs and senior decision-makers.
N Conduct executive reviews and strategic business discussions. N Present performance reports, service updates, and improvement plans. N Act as a trusted advisor for enterprise customers. NnEscalation Management Nn Manage customer escalations and critical service issues. N Coordinate with internal teams for timely issue resolution. N Ensure adherence to service commitments and SLAs. N Maintain transparent communication throughout issue resolution processes. NnCommercial & Collections Coordination Nn Support collections activities and payment follow-ups. N Coordinate with financeand billing teams to resolve commercial issues. N Ensure timely resolution of customer billing concerns. N Monitor account health from both operational and commercial perspectives. NnAccount Monitoring& Reporting Nn Maintain accuratecustomer records and account documentation. N Track customer performance metrics and service levels. N Generate periodic reports and management updates. N Monitor key customer success indicators and business outcomes. NnGrowth & Expansion Nn Identify opportunities for upselling and cross-selling services. N Collaborate with Sales and Account Management teams to drive revenue growth. N Support expansion initiatives within existing customer accounts. N Contribute to customer growth and account development strategies. NnRequired Skills & Competencies: NTechnical Skills: N1) Customer Success Management Tools N2) Telecom & ISP IndustryKnowledge N3) IT Infrastructure Services N4) SLA Monitoring & Reporting N5) CRM Platformsn6) Customer Analytics & Reporting NFunctional Skills: N1) Customer Success Management N2) Account Managementn3) Customer Lifecycle Management N4) NPS & CSAT Management N5) Customer Retention Strategies N6) Escalation Management N7) Stakeholder Management N8) Collections Coordination N9) Upselling & Cross-Selling N10) Business Review Management