Customer Success Manager
Core
Provide first-line support ensuring customers derive maximum value from Vocus's services, achieve adoption targets, and manage contract renewals and expansions.
Role type
Customer Success Manager
Builds
Customer relationships, account health strategies, and retention/expansion programs
Domain
Telecommunications / Customer Success
Deliverable
client delivery
Required skills
Customer communication, empathy, success planning, value realization, analytics, health scoring, opportunity creation, churn risk identification, software/data analysis
Responsibilities
Implement targeted communication strategies based on customer lifecycle, monitor customer health indicators, distribute customer education content, support onboarding and usage stimulation campaigns, facilitate simplex opportunity creation and management, collaborate with care and delivery teams to optimize service experiences, gather customer feedback for product improvements, ensure end-to-end service management governance.
Seniority
Mid-level, hands-on IC