Customer Success Manager
About The Position
TeleCloud is seeking a Customer Success Manager with direct professional experience in telecommunications, UCaaS, or VoIP. The role manages a portfolio of small and midsize business clients, serving as a trusted partner who helps customers get the most from their communications services, resolve service concerns, optimize costs, and expand their services. It combines account management, customer support, technical problem-solving, and consultative sales. The position is based in Morristown, New Jersey, with three days per week in the office, and is full-time, Monday through Friday.
Requirements
- Direct professional experience in telecommunications, UCaaS, and/or VoIP is mandatory.
- 3–5 years of experience in customer success, account management, sales, or a related client-facing role within the telecom, UCaaS, or VoIP industry.
- Working knowledge of telecom and cloud communications products and services, such as VoIP, hosted phone systems, UCaaS, telecom services, or business internet.
- Experience identifying upsell and cross-sell opportunities, discussing service options, and supporting renewals.
- Strong customer relationship management, communication, organization, and follow-through skills.
- Technical aptitude and the ability to communicate service issues and solutions clearly to customers.
- CRM experience is required.
- Ability to work from the Morristown, NJ office three days per week.
Nice To Haves
- Experience managing 100 or more SMB accounts is strongly preferred.
- HubSpot experience is a plus.
- A bachelor's degree is preferred but not required.
Responsibilities
- Manage and strengthen relationships across a portfolio of SMB telecom and communications clients through proactive outreach and ongoing account support.
- Serve as a primary point of contact for customer questions, service needs, renewals, and escalations.
- Support customers with UCaaS, VoIP, cloud phone systems, telecommunications, internet, and related communications services, including moves, adds, and changes.
- Review telecom invoices and service configurations to identify cost savings, service improvements, and optimization opportunities.
- Conduct Quarterly Business Reviews with key accounts.
- Identify and develop upsell and cross-sell opportunities, including presenting quotes, pricing, and renewal options.
- Partner with Sales and Service teams on proposals, contract renewals, and customer solutions.
- Troubleshoot basic technical issues and coordinate escalations for more complex challenges.
- Maintain accurate account records, customer interactions, and follow-up activities in HubSpot CRM.
- Develop and deliver customer training, webinars, and educational resources.
Benefits
- Annual learning and professional development stipend
- Health, dental, and vision insurance with company contribution
- 401(k) with company match
- Generous PTO
- Company-sponsored short-term disability and life insurance
- Opportunity to make a visible impact at a growing company
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
