Customer Success Manager – East Coast

Webbing; New York (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative global connectivity provider is on the lookout for a proactive Customer Success Manager. This fully remote role focuses on ensuring exceptional post-sales experiences for customers in the telecom industry, particularly within an MVNO environment. The ideal candidate will leverage their expertise to drive customer satisfaction and retention while identifying growth opportunities. Join a team of specialists dedicated to providing enterprise-grade solutions for Fortune 500 and IoT/M2M companies. If you have a passion for customer success and a knack for building relationships, this opportunity is perfect for you.

Benefits

Professional Development

Medical Benefits

401(k) Plan

Fully Remote Role

Qualifications

• 3+ years in Customer Success or Account Management in telecom, preferably MVNO.
• Strong understanding of telecom solutions like VoIP and cloud communications.

Responsibilities

• Act as primary contact for customers, ensuring exceptional post-sales experience.
• Develop success plans to help customers achieve business objectives.

Skills

Customer Success Management

Telecom Industry Knowledge

Multilingual Proficiency

Relationship Management

Problem-Solving Skills

Data Analysis

Tools

Gainsight

Salesforce

HubSpot

Job description

Join to apply for the Customer Success Manager – East Coast role at Webbing

We are seeking a proactive and experienced Customer Success Manager (CSM) with a strong background in the telecom industry, particularly within an MVNO environment. The ideal candidate will have at least three years of experience in customer success and a deep understanding of telecom products, services, and industry trends. This role requires the right balance between customer-centricity and revenue orientation, ensuring that we remain a trusted advisor to our customers while also driving business growth. Additionally, the candidate should be multilingual, as they will be working with a diverse customer base across various regions.

Key Responsibilities:

1. Act as the primary point of contact for assigned customers, ensuring an exceptional post-sales experience.
2. Develop and execute success plans to help customers achieve their business objectives through our MVNO telecom solutions.
3. Drive customer engagement by ensuring effective onboarding, product adoption, and utilization.
4. Monitor customer health metrics and proactively address risks to improve retention and reduce churn.
5. Collaborate with Sales, Support, and Product teams to resolve customer issues and enhance customer satisfaction.
6. Identify upsell and cross-sell opportunities and work closely with Sales to drive revenue growth without compromising trust and long-term relationships.
7. Conduct regular business reviews with customers to assess performance, identify challenges, and recommend solutions.
8. Stay updated on industry trends, competitor offerings, and emerging technologies in telecom, particularly within the MVNO space.
9. Advocate for customers internally, ensuring their feedback influences product development and service improvements.

Requirements:

1. 3+ years of experience in Customer Success, Account Management, or a similar role within the telecom industry (preferably in an MVNO environment).
2. Strong understanding of telecom solutions, including VoIP, connectivity, cloud communications, or networking services.
3. Ability to balance customer focus with revenue-driven strategies, ensuring growth while maintaining trusted advisor status.
4. Excellent relationship management skills with the ability to build trust and credibility with stakeholders.
5. Proven track record of driving customer satisfaction, retention, and revenue growth.
6. Strong problem-solving skills with a customer-first approach.
7. Ability to analyze data, customer metrics, and industry insights to drive informed decisions.
8. Multilingual proficiency is highly preferred, as the role involves working with diverse international team.
9. Excellent communication and presentation skills.
10. Self-motivated, highly organized, and able to manage multiple accounts effectively.
11. Comfortable working in a remote environment while managing East Coast time zone customers.

Preferred Qualifications:

1. Experience with Customer Success platforms (Gainsight, Totango, ChurnZero, etc.)
2. Familiarity with CRM tools like Salesforce, monday.com, HubSpot, or similar.
3. Knowledge of telecom regulatory requirements and compliance considerations within an MVNO context.

About Webbing:

Webbing is a global connectivity provider offering services in the Internet of Things (IoT) and Enterprise Mobility space.

As an innovative mobile carrier, Webbing provides an enterprise-grade solution for Fortune 500 & IoT/M2M companies, ensuring secured and continuous internet connectivity for devices worldwide.

What we offer:

• Professional development within a reputable international company.
• Join a team of highly professional specialists in an international environment.
• Fully remote role.
• Medical benefits, 401(k).

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other
• Industries: Telecommunications

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