Customer Success Manager I, II, III

C Spire; Mobile (AL); On-site; USD 45,000 - 80,000; Full time

Job summary

C Spire is hiring a Customer Success Manager responsible for managing customer relationships and ensuring excellent service delivery. The role requires strong leadership and communication skills, with preffered knowledge in technical account management. Ideal candidates should have a combination of technical expertise and customer service focus.

Qualifications

• 1-4 years of experience in technical account management required, based on level.
• Strong success in customer relationship management essential.
• Proficient in Salesforce or similar CRM.

Responsibilities

• Manage high-visibility customer relationships and ensure satisfaction.
• Drive issue resolution using defined processes.
• Document customer procedures and provide incident updates.

Skills

Leadership

Communication

Customer Service

Education

Bachelor’s Degree in Computer Science, Business Administration or related field

Tools

Salesforce

Job description

1 week ago Be among the first 25 applicants

The Customer Success Manager is responsible for proactively owning the technical relationship between the customer and C Spire Business. This role serves as a technical liaison, customer champion, and relationship manager for a defined group of post-implementation customer accounts.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership
  
  

Responsibilities

The Customer Success Manager has a single mission: Partner, Serve, and Lead.

• Proactively own and manage multiple high-visibility and high-touch customer relationships.
• Understand short and long-term customer goals and objectives as they relate to Information Technology (IT) and Business Alignment.
• Drive issue resolution using standard process/procedures in coordination with supporting resources.
• Provide a single point of contact for customer account concerns.
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
• Develop highly effective relationships across all departments.
• Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
• Provide mentoring and assistance to other team members.
• Assist in proactively managing, measuring, and tracking customer tickets (incidents) to ensure their timely resolution.
• Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
• Recognize and resolve systemic issues (problems) to prevent them from repeating.
• Provide recommendations for product enhancements and implementation of new technologies.
• Escalate issues as appropriate.
• Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
• Recognize revenue opportunities and facilitate them inside current accounts.
• Document, track, and support compliance with Service Level Agreements.
• Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
• Ensure customer service level agreements.
• Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
  
  

Qualifications

Customer Success Manager I

REQUIRED

• At least one year experience in progressively responsible roles relating to technical account management required.
• Strong leadership, communication, and customer service skills required.
• Proven success working with customers and providing a differentiated level of service.
  
  

Preferred

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
• Knowledge of enterprise support tools and ticketing/documentation systems preferred.
  
  

Customer Success Manager II

REQUIRED

• At least 2 years experience in progressively responsible roles relating to technical account management required.
• Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
• Proven success working with customers and providing a differentiated level of service.
• Proven experience with Salesforce or a similar CRM to support business customers.
• Strong leadership, communication, and customer service skills required.
  
  

Preferred

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
• Knowledge of enterprise support tools and ticketing/documentation systems preferred.
  
  

Customer Success Manager III

REQUIRED

• Minimum of 4 years experience in progressively responsible roles relating to technical account management required.
• Proven experience supporting business customers and partnering with sales leaders and internal technical support required.
• Proven experience with Salesforce or a similar CRM to support business customers.
• Exceptionally skilled at working with business customers on renewals and up-selling new services.
• Strong leadership, communication, and customer service skills required.
• Knowledge of enterprise support tools and ticketing/documentation systems required.
  
  

Preferred

• Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is strongly preferred.
• High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management strongly preferred.
  
  

Please note that this role's duties, responsibilities, and activities may change at any time.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Telecommunications

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