Role Overview:
The Customer Success Manager (CSM) is a strategic, revenue-driving role responsible for the overall health, adoption, and expansion of a portfolio of Calero customers. Candidates must reside in the Northeast region of the US.
You will partner closely with enterprise and mid-market clients to ensure they realize measurable value from our TEM, Mobile, and SaaS Expense Management solutions — driving higher adoption, multi-tower expansion, renewal success, and customer advocacy.
This is not a support role. This is a commercial, strategic, customer-outcome role with direct impact on Calero’s expansion of revenue.
Key Responsibilities
Customer Retention & Revenue Growth
- Own renewals and lead commercial strategy across assigned accounts to drive best-in-class retention
- Identify, qualify, and drive expansion opportunities across Calero’s product portfolio
- Deliver Net Revenue Retention (NRR) >100% across your book of business.
Customer Success & Value Realization
- Develop customized Success Plans linked to customer’s strategic business objectives.
- Conduct regular Strategic Business Reviews (SBRs)
Customer Advocacy
- Cultivate executive-level relationships (CIO, CFO, IT Finance, Procurement, Vendor Management, Mobility leaders).
- Build advocates who participate in case studies, references, advisory councils, and peer-to-peer programs.
- Serve as the internal voice of the customer to Product, Engineering, Support, and Operations.
Risk Identification & Issue Mitigation
- Identify "red flags” and proactively work with Operations on recovery plans.
- Partner with Operations to ensure SLAs, accuracy, and quality are consistently achieved.
Operational Excellence
- Maintain CRM/CSM updates in Salesforce, and internal reporting structures.
- Provide accurate forecasts for renewals and expansion pipeline.
- Contribute to Customer Success playbooks, adoption programs, and scalable best practices.
Key Performance Indicators (KPIs)
- Net Revenue Retention (NRR)
- Renewal execution & on-time renewals
- Expansion revenue contribution
- Customer Advocacy (case studies, references)
Qualifications
- Bachelor’s Degree or equivalent preferred
- 3–7+ years in Customer Success, Account Management, or Growth roles in B2B SaaS, IT management, or managed services.
- Industry experience in Telecom Expense Management, Mobility, SaaS Management, Cloud FinOps, ITFM, Procurement, or related enterprise disciplines.
- Strong understanding of enterprise environments including telecom lifecycle management, mobile fleets, carrier billing, SaaS licensing, cloud optimization, or finance/IT operations.
- Demonstrated ability to drive renewals, reduce churn, and grow existing accounts.
- Strong executive presence and ability to lead strategic conversations with IT, Finance, and Procurement leaders.
- Analytical mindset with experience leveraging dashboards, consumption data, optimization reports, and KPIs to influence customer decision-making.
- Experience with global enterprises, regulated industries, or Fortune 1000 environments
- Experience navigating complex, matrixed customer environments with multiple stakeholders
Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
The On Target Earnings (OTE) $150,000 (50/50 Base to commission split). It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meet all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.
