Customer Success Manager

IQGeo•Denver, CO

6h•Hybrid

About The Position

As a Telecom SaaS Customer Success Manager, you will be responsible for managing customer relationships after the sales team closes the deal. Your focus will be on ensuring successful onboarding, driving product adoption, and fostering long-term customer satisfaction. This role requires strong knowledge of GIS software and fiber network architectures to effectively support customers in this sector. You will act as the primary point of contact for your assigned customers, ensuring they achieve their desired outcomes with the software and providing guidance for optimal use.

Requirements

2-4 years of experience in a customer success, account management, or customer-facing role.
Strong understanding of GIS software and FTTX.

Nice To Haves

Degree in communications, engineering, or related field preferred.
Organized and capable of strategic B2B communication management across multiple accounts.
Capable of maintaining consistent and accurate CRM data.
You must already have the right to work permanently in the US. This role does not support those requiring visas or visa transfers.

Responsibilities

Onboarding & Implementation: Work closely with customers to ensure a smooth and effective onboarding experience. Help configure the software to fit the specific needs of each customer.
Customer Relationship Management: Build and maintain long-term relationships with telecom customers, ensuring regular check-ins, address any concerns, and ensure satisfaction.
Product Adoption & Usage: Proactively ensure that customers are maximizing the value of the software by providing insights and guidance on best practices.
Issue Resolution & Escalation: Escalate and/or assist in troubleshooting when necessary. Collaborate with technical support and product teams to resolve complex issues.
Customer Advocacy & Feedback: Act as the voice of the customer by relaying feedback to internal teams, influencing product enhancements to the benefit of all SaaS customers.
Renewals & Upselling: Manage the renewal process by addressing concerns early and identify upsell opportunities.
Customer Success Metrics: Identify at-risk accounts and take action to prevent churn with a focus on maintaining high net retention.
Customer Training & Enablement: Provide ad-hoc gap-training and ensure customers are informed of new features.

Benefits

Comprehensive health coverage — we cover 100% of monthly Medical, Dental & Vision premiums for you and your family.
Life/AD&D/STD/LTD insurance: monthly premiums are paid 100% for employee
SHINE employee ownership program
Generous PTO + 8 paid holidays + 2 floating holidays
Paid volunteer day each year
Enhanced maternity leave policy
401(k) Safe Harbor contribution, with day-one vesting
Mentor program
Home office support for remote workers.
Flexibility & Work-Life Balance
We support hybrid and flexible working arrangements for all employees.
We understand that life for many people involves school runs, care giving, or exercising!