Customer Success Manager

TeleCloud•Morristown, NJ

24d•$75,000 - $90,000•Hybrid

About The Position

TeleCloud is a growing, hands-on provider of cloud voice and communications solutions. For more than 40 years, we’ve helped businesses stay connected through innovative telecom and UCaaS solutions. Today, more than 15,000 users across 1,000 businesses rely on our TeleCloud platform. We’re a team of about 20 people, and that means your work has a direct impact. You’ll have the opportunity to build meaningful client relationships, solve real customer challenges, and contribute to company growth without the layers of bureaucracy found at larger organizations. We’re looking for a Customer Success Manager who combines strong relationship-building skills with technical curiosity and a proactive, consultative approach. You’ll serve as a trusted partner to existing clients, helping them get the most from their TeleCloud solutions while identifying opportunities to improve their technology, reduce unnecessary costs, and expand their services.

Requirements

3–5 years of experience in customer success, account management, sales, or a related client-facing role within B2B VoIP, UCaaS, telecommunications, or technology.
Experience managing a sizable SMB client portfolio, ideally 100+ accounts.
Strong understanding of VoIP, UCaaS, telecom, phone systems, internet, IT, or related technology solutions.
Technical aptitude with the ability to troubleshoot customer issues and communicate solutions clearly.
Experience identifying and closing upsell or cross-sell opportunities.
Strong communication, organization, and relationship-management skills.
Experience with CRM platforms; HubSpot experience is a plus.
Ability to work from our Morristown, NJ office three days per week.

Nice To Haves

Bachelor’s degree preferred, but not required.

Responsibilities

Manage and strengthen relationships across a portfolio of SMB clients through proactive communication and ongoing account support.
Serve as a primary point of contact for customer questions, service needs, renewals, and escalations.
Support clients with UCaaS, VoIP, telecom, internet, and cloud solutions, including phone system moves, adds, and changes.
Review telecom and technology invoices with clients and recommend opportunities to optimize costs and services.
Conduct Quarterly Business Reviews (QBRs) with key accounts.
Identify and develop upsell and cross-sell opportunities, including presenting quotes and renewal options.
Partner with Sales and Service teams to develop proposals, renew contracts, and ensure clients have access to current products and pricing.
Troubleshoot basic technical issues and coordinate escalation of more complex challenges.
Maintain accurate customer activity, feedback, and account information in HubSpot CRM.
Develop and deliver customer training, webinars, and educational resources.