Customer Success Manager

Persistent Systems

26d•$106,000 - $146,000•Remote

About The Position

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with customers, ensuring they achieve maximum value from Persistent Systems LLC’s suite of Wave Relay products and services. This role serves as the primary point of contact for customers post-sale and acts as a trusted advisor, proactively addressing needs, driving adoption, and supporting customer retention and growth. You will also play a pivotal role in communicating technical challenges to our engineering department, helping to shape future product development with your insight into customer challenges and market needs.

Requirements

Bachelor’s degree or equivalent experience
3+ years of experience in customer success, account management, or client services
Strong communication, presentation, and relationship-building skills
Proven ability to manage multiple priorities effectively
Customer-focused mindset with strong problem-solving skills
Experience working in a technology, with an emphasis on wireless communications and/or networking preferred
Proficiency with CRM tools (e.g., Salesforce) and customer success platforms is a plus

Nice To Haves

Strong collaboration and cross-functional teamwork skills
Experience managing people and strategic events
Analytical, non-linear thinker who can identify trends
Familiarity with contract renewals and retention strategies

Responsibilities

Serve as the primary relationship owner for strategic and high-value customer accounts
Develop long-term customer relationships with clients through managing and interpreting their requirements
Traveling to customer and business partner locations across the US and the world for programmatic meetings and events
Provide post-sales technical assistance, continued product education, and information sharing on future Wave Relay product development
Maintain a high level of Wave Relay technical acumen to effectively communicate with specialized and complex customer sets
Onboard new customers and ensure a smooth transition from delivery and beyond
Understand customer goals, business challenges, and success metrics
Proactively monitor customer health, usage, and satisfaction
Coordinate with internal teams (Sales Engineering, Sales, Program Management Office, and Operations) to resolve issues and deliver solutions
Conduct regular check-ins, business reviews, and success planning sessions
Identify opportunities for account expansion, renewals, and upsells in collaboration with Sales and the Program Management Office (PMO)
Advocate for customer needs and provide feedback to internal stakeholders to include the Engineering Department
Manage escalations and ensure timely resolution of customer concerns
Track customer interactions and outcomes in Persistent platforms