Customer Success Manager

Hi, I'm Lolitta Tucker, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

As a 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:

• Manage a portfolio of enterprise accounts, often with complex program and technical requirements, providing them 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.
• 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.
• Monitor customer health metrics and create prescriptive recommendations to drive high utilization and adoption of the CSG’s CX product suite. Act as an escalation point for reported/identified issues and operational service impacting events.
• Orchestrate strategic business reviews (SRBs) for each account in your portfolio to track progress towards stated business outcomes.
• Have the ability to travel up to 25% to customers sites or as your portfolio requires.

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

• Has 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
• Has experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• Has 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.
• Is proficient in English is a business environment.

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

This role is eligible for a bonus opportunity.

Location(s):