Customer Success Manager-Enterprise Services
About The Position
Sorenson Communications is seeking a Customer Success Manager (CSM) to support Enterprise customers utilizing accessibility and language service solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting and speech translation services. This role serves as a strategic partner to enterprise clients by ensuring successful onboarding, adoption, utilization, retention, and growth of Sorenson’s communication accessibility solutions. The ideal candidate is customer-focused, proactive, collaborative, and passionate about helping organizations create inclusive communication experiences for employees and customers. The Customer Success Manager will act as the primary post-sale point of contact for enterprise accounts and will work cross-functionally with Sales, Operations, Scheduling, Interpreter Management, Technical Support, and Finance teams to deliver exceptional customer experiences.
Requirements
- Minimum 4 Year / Bachelor’s degree or equivalent work experience.
- Minimum 7+ years of experience in Customer Success, Account Management, Client Services, or Enterprise Support.
- Experience managing enterprise or B2B customer relationships.
- Strong communication, presentation, and relationship-building skills.
- Ability to manage multiple accounts and priorities in a fast-paced environment.
- Experience conducting customer business reviews and executive-level communications.
- Strong organizational skills and attention to detail.
- Proficiency with CRM systems such as Microsoft Dynamics or similar platforms.
Nice To Haves
- Experience supporting enterprise implementations or service delivery operations.
- Experience in accessibility services, interpreting services, SaaS, healthcare, education, or enterprise service environments.
- Knowledge of Deaf culture, accessibility compliance, or communication accessibility solutions.
- Data analysis and reporting experience.
Responsibilities
- Serve as a primary point of contact for assigned enterprise customers.
- Build and maintain strong relationships with customer stakeholders, decision-makers, and operational contacts.
- Conduct regular business reviews, account check-ins, and service performance discussions.
- Develop a deep understanding of customer business objectives, workflows, accessibility needs, and communication requirements.
- Ensure customers receive timely communication, issue resolution, and proactive support.
- Lead onboarding activities for new enterprise customers, including implementation, coordination, training, and service education.
- Help customers successfully adopt Sorenson Enterprise solutions including: Video Remote Interpreting (VRI), On-demand interpreting services, On-site interpreting, Speed translation services.
- Coordinate customer training sessions and provide best practices for maximizing service utilization.
- Support customer adoption of enterprise platforms and scheduling workflows.
- Monitor customer health, usage trends, service quality metrics, and engagement levels.
- Identify risks to customer satisfaction or retention and develop action plans to address concerns proactively.
- Partner with internal teams to resolve operational, technical, scheduling, or billing issues.
- Advocate for customer needs internally while balancing operational capabilities and business objectives.
- Drive customer retention and long-term partnership growth.
- Conduct Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and recurring service reviews with enterprise customers.
- Analyze service data and customer feedback to identify opportunities for optimization and process improvement.
- Collaborate with Sales teams on account growth opportunities, renewals, and expansion discussions.
- Support enterprise customers with accessibility strategy recommendations and communication solution planning.
- Work closely with Operations, Interpreter Scheduling, Workforce Management, Technical Support, Finance, and Sales teams to ensure seamless customer experiences.
- Escalate critical customer issues appropriately and drive resolution through completion.
- Maintain accurate customer records, account notes, and activity tracking within CRM systems.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
