Customer Success Manager

Crexendo® Business Solutions; Tempe (AZ); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

medical

vision

dental

holiday pay

paid time off (PTO)

paid sick time (PST)

401K match

Job summary

Crexendo Inc. in Tempe, AZ is seeking a customer-centric Client Success Manager to drive adoption and success of the NetSapiens-based cloud communications platform.

You will own relationships from onboarding to expansion, acting as a strategic and technical advisor for assigned customers. You will collaborate with onboarding, deployment, engineering, product, and sales teams, guide customers on best practices, monitor issues, and advocate for customer needs to influence product improvements.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–3 years of telecom and VoIP experience (NetSapiens Platform experience a plus).
• Strong technical aptitude to understand platform-level concepts (SIP, routing, call flows, provisioning, APIs).
• Excellent written and verbal communication skills.

Responsibilities

• Own the customer relationship throughout the lifecycle: onboarding, implementation, expansion, and ongoing technical success.
• Collaborate with onboarding and deployment teams to ensure a seamless post-launch transition.
• Guide customers through NetSapiens platform best practices, configurations, and workflows for a successful launch.
• Build trusted relationships at multiple levels, acting as a strategic and technical advisor.
• Maintain understanding of Crexendo and NetSapiens products, APIs, and system capabilities; provide technical recommendations.
• Assist in technical and billing audits to ensure accuracy and optimal utilization.
• Serve as liaison between customers and internal teams—Engineering, Product, Sales, Deployment, Customer Service.
• Advocate for customer needs to influence product enhancements and roadmaps.

Skills

Telecom/VoIP experience

Platform concepts (SIP)

Analytical mindset

Communication skills

Education

Bachelor’s degree

Tools

Microsoft Excel

Outlook

CRM tools

Job description

Crexendo Inc., powered by NetSapiens, is a customer-centric organization committed to delivering an exceptional experience across our cloud communications software platform. We are seeking a highly motivated, technical Client Success Manager (CSM) to provide proactive, customer-obsessed service to our NetSapiens software platform customers. This role operates within a collaborative team environment and serves as a strategic advisor, technical resource, and internal advocate for assigned customers. The TCSM is responsible for building long-term relationships, ensuring solution adoption, and supporting customers in achieving their business and technical outcomes on the NetSapiens platform.

Customer Account Management & Technical Guidance

• Own the customer relationship throughout the entire lifecycle—onboarding, implementation, expansion, and ongoing technical success.
• Collaborate closely with onboarding and deployment teams to ensure a seamless transition into post-launch operations and support.
• Guide customers through NetSapiens platform best practices, configuration standards, and operational workflows to ensure a successful launch.
• Build strong, trusted relationships at multiple levels within the customer’s organization, functioning as a strategic and technical advisor.
• Maintain a deep understanding of Crexendo and NetSapiens products, services, APIs, and system capabilities to effectively address questions, provide technical recommendations, and support troubleshooting.
• Assist in periodic technical and billing audits to ensure account accuracy and optimal platform utilization.
• Serve as the primary liaison between customers and internal teams—including Engineering, Product, Sales, Deployment, and Customer Service—ensuring clear communication and alignment.
• Advocate for customer needs internally, helping influence product enhancements, roadmap direction, and service improvements.

Customer Issue & Escalation Management

• Monitor, assess, and drive resolution of customer-reported issues, coordinating with technical teams as needed.
• Provide structured escalation management, ensuring timely triage, communication, and follow-through until resolution.
• Track and review all live discussions related to escalations, ensuring visibility, documentation, and consistent updates to stakeholders.
• Analyze recurring issues and identify opportunities for process improvement, product enhancements, and customer education.
• Continuously review end-to-end processes and customer feedback to improve the customer experience and strengthen platform adoption.

Requirements And Skills For Success

• Bachelor’s degree or equivalent experience
• 2–3 years of telecom and VoIP experience (NetSapiens Platform experience a plus)
• Strong technical aptitude and the ability to understand and communicate platform-level concepts (SIP, routing, call flows, provisioning, APIs, troubleshooting basics)
• Analytical and process-oriented mindset with attention to detail
• Proficiency with Microsoft Office, especially Excel and Outlook
• Ability to work independently and manage multiple technical priorities simultaneously
• Demonstrated ability to communicate clearly with both technical and non-technical audiences
• Excellent written and verbal communication skills
• Strong organizational, time-management, and multitasking skills
• Proven track record in customer service, account management, or technical support within a professional environment
• Ability to respond to customer needs promptly and professionally
• Strong teamwork and collaboration skills, with experience interfacing across multiple internal departments

Benefits

• medical
• vision
• dental
• holiday pay
• paid time off (PTO)
• paid sick time (PST)
• up to 3.5% 401K match