Customer Success Manager – East Coast

Description

We are seeking a proactive and experienced Customer Success Manager (CSM) with a strong background in the telecom industry, particularly within an MVNO environment. The ideal candidate will have at least three years of experience in customer success and a deep understanding of telecom products, services, and industry trends. This role requires the right balance between customer-centricity and revenue orientation, ensuring that we remain a trusted advisor to our customers while also driving business growth. Additionally, the candidate should be multilingual, as they will be working with a diverse customer base across various regions. 

Key Responsibilities: 

• Act as the primary point of contact for assigned customers, ensuring an exceptional post-sales experience. 
• Develop and execute success plans to help customers achieve their business objectives through our MVNO telecom solutions. 
• Drive customer engagement by ensuring effective onboarding, product adoption, and utilization. 
• Monitor customer health metrics and proactively address risks to improve retention and reduce churn. 
• Collaborate with Sales, Support, and Product teams to resolve customer issues and enhance customer satisfaction. 
• Identify upsell and cross-sell opportunities and work closely with Sales to drive revenue growth without compromising trust and long-term relationships. 
• Conduct regular business reviews with customers to assess performance, identify challenges, and recommend solutions. 
• Stay updated on industry trends, competitor offerings, and emerging technologies in telecom, particularly within the MVNO space. 
• Advocate for customers internally, ensuring their feedback influences product development and service improvements. 

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar role within the telecom industry (preferably in an MVNO environment). 
• Strong understanding of telecom solutions, including VoIP, connectivity, cloud communications, or networking services. 
• Ability to balance customer focus with revenue-driven strategies, ensuring growth while maintaining trusted advisor status. 
• Excellent relationship management skills with the ability to build trust and credibility with stakeholders. 
• Proven track record of driving customer satisfaction, retention, and revenue growth. 
• Strong problem-solving skills with a customer-first approach. 
• Ability to analyze data, customer metrics, and industry insights to drive informed decisions. 
• Multilingual proficiency is highly preferred, as the role involves working with diverse international team. 
• Excellent communication and presentation skills. 
• Self-motivated, highly organized, and able to manage multiple accounts effectively. 
• Comfortable working in a remote environment while managing East Coast time zone customers. 

Preferred Qualifications: 

• Experience with Customer Success platforms (Gainsight, Totango, ChurnZero, etc.) 
• Familiarity with CRM tools like Salesforce, monday.com, HubSpot, or similar. 
• Knowledge of telecom regulatory requirements and compliance considerations within an MVNO context. 

About Webbing

Webbing is a global connectivity provider offering services in the Internet of Things (IoT) and Enterprise Mobility space.

As an innovative mobile carrier, Webbing provides an unmatchable enterprise grade solution for Fortune 500 & IoT/M2M companies, as well as an embedded solution for various manufacturers across the globe, to ensure a secured and continuous internet connection for all devices, no matter where they are in the world.

What we offer

• The opportunity for professional development within a reputable international innovative and growing company.
• The opportunity to join a team of highly professional specialists in an international environment.
• Fully remote role
• Medical benefits, 401(k)