Customer Success Manager

CommandLink; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer experiences and drive business growth. This role is pivotal in managing relationships with clients, utilizing proprietary tools to anticipate needs and implement strategic initiatives. The ideal candidate will possess a strong background in customer success management, with a focus on upselling and renewals in the technology sector. Join a dynamic team dedicated to transforming business communication and enjoy a culture that fosters creativity and growth, along with comprehensive benefits and flexible time off policies.

Benefits

Comprehensive medical, dental, and vision coverage

Flexible time off policies

401(k) retirement plan

Fun events and team outings

Free Friday DoorDash lunches

Employee referral bonuses

Qualifications

• Proven track record in enterprise customer success management.
• 3-5+ years selling Cloud Communications and Managed Services.

Responsibilities

• Develop understanding of products and support methodologies.
• Manage customer relationships and drive sales through upselling.

Skills

Customer Success Management

Cloud Communications

SD-WAN

Negotiation Skills

Excel

MS Office

Sales Skills

Presentation Skills

Education

4-year college degree

Tools

CRM Software

Sales Automation Tools

KPI Dashboards

Job description

Command|Link is a global SaaS platform providing network, voice services, and IT security solutions. We help corporations consolidate their core infrastructure into a single vendor with our proprietary single pane of glass platform. Recognized for our innovation, Command|Link has received awards such as SD-WAN Product of the Year, ITSM Visionary Spotlight, and others. We have built the only scalable IT platform that solves ISP vendor sprawl and IT headaches, making it easier for our customers to increase productivity, maximize uptime, and improve their bottom line.

This is a remote position open to candidates residing in the following states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Indiana, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin

About your new role:

The Customer Success Manager will focus on business development and customer retention through regular contact, QBRs, and managing a base of CommandLink customers. The primary goal is to enhance the customer experience, grow the business through upgrades and cross-selling, and maintain our industry-low customer churn rate. You will be supported by engineering resources, Sales Directors, and sales leadership committed to your success. This is a 100% remote, full-time position.

Key Responsibilities:

1. Develop a comprehensive understanding of CommandLink’s products, technology, and support methodologies.
2. Use proprietary software tools to communicate regularly with customers, anticipate their technology needs, and expand our partnerships.
3. Build trust with customers, serve as their primary contact, and communicate effectively to ensure positive experiences throughout their lifecycle.
4. Implement strategic initiatives with leadership to identify cross-selling opportunities and drive sales.
5. Manage proprietary tools like CRM, quote, sales automation, and KPI dashboards to meet metrics.
6. Contribute positively to company culture as we grow into a U.S. leader in enterprise network and software solutions.

What you'll need for success:

1. A 4-year college degree or equivalent experience.
2. A proven track record in enterprise customer success management across deployment, upselling, and renewals.
3. 3-5+ years selling Cloud Communications, SD-WAN, Security, Managed Services, or Software.
4. Experience leading customer presentations, QBRs, webinars, and engaging with leadership teams.
5. Strong skills in Excel, MS Office, and general software.
6. A positive, persuasive personality with negotiation skills.
7. Self-motivated with no reluctance to outbound calls.
8. Ability to meet deadlines and stay composed under pressure.
9. Charisma that builds trust with customers and partners.
10. Quick learner of new skills and tools.
11. Consistently exceeds sales and retention goals.

Why you'll love life at Command|Link:

Join us to shape the future of business communication. We value innovation and seek individuals with unique visions and expertise. Be part of a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Opportunities for growth in a high-growth environment.
• An innovative and idea-friendly culture.
• Work that makes a tangible difference.
• Comprehensive medical, dental, and vision coverage.
• Flexible time off policies.
• 401(k) retirement plan.
• Fun events and team outings.
• Free Friday DoorDash lunches.
• Employee referral bonuses.

Note: Pay ranges are region-dependent, reflecting local labor costs. The listed salary range for this role in the U.S. is $60,000 - $90,000 annually, based on experience, skills, and location.