Customer Success Manager – East Coast

Webbing; New York (NY); Remote; USD 80,000 - 95,000; Full time

Job summary

Webbing is seeking a proactive Customer Success Manager for the East Coast role. The ideal candidate should have a strong telecom background, particularly in MVNO, and experience in driving customer satisfaction and retention. This fully remote opportunity offers professional development within a leading company, emphasizing customer-centric strategies to promote business growth.

Benefits

Medical benefits

401(k)

Professional development opportunities

Qualifications

• Strong understanding of telecom services, including VoIP and connectivity.
• Ability to analyze data and drive informed decisions.
• Excellent communication and presentation skills.

Responsibilities

• Act as the primary point of contact for assigned customers.
• Develop success plans to help customers achieve business goals.
• Monitor customer health metrics and address risks to improve retention.

Skills

Multilingual

Customer-centricity

Revenue orientation

Problem-solving

Relationship management

Education

3+ years of experience in Customer Success or Account Management

Tools

CRM tools (Salesforce, monday.com, HubSpot)

Customer Success platforms (Gainsight, Totango, ChurnZero)

Job description

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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:

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

Requirements:

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

Preferred Qualifications:

• Experience with Customer Success platforms (Gainsight, Totango, ChurnZero, etc.)
• Familiarity with CRM tools like Salesforce, monday.com, HubSpot, or similar.
• 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 unmatchable enterprise grade solution for Fortune 500 & IoT/M2M companies, as well as an embedded solution for various manufacturers across the globe, to ensure a secured and continuous internet connection for all devices, no matter where they are in the world.

What we offer:

• The opportunity for professional development within a reputable international innovative and growing company.
• The opportunity to join a team of highly professional specialists in an international environment.
• Fully remote role
• Medical benefits, 401(k)

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Telecommunications

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