Customer Success Owner

Pavlov Media Inc•Champaign, IL

11d

About The Position

Pavlov Media is seeking a Customer Success Owner to champion the customer experience and ensure seamless service delivery within an assigned territory or region. This role will serve as the primary point of escalation and ownership for customers, managing technical, administrative, and field service functions to deliver exceptional outcomes, proactively assist our customers and increase retention.

Requirements

Strong background in customer success, account management, or operations.
Excellent communication and problem-solving skills.
Ability to manage multiple priorities and work cross-functionally.
Experience in telecom, networking, or technology services preferred but not required.
Proven ability to build trust and maintain long-term customer relationships.

Nice To Haves

Familiarity with CRM systems, service platforms, and tools like Odoo or CDG Elements a plus.
Technical aptitude in networking or fiber optics a plus.
Strong understanding of customer success frameworks and lifecycle management
Experience with data analysis tools (PowerBI, Tableau, etc.)
Previous management experience preferred but not required

Responsibilities

Act as the primary advocate for customers, ensuring their needs are met and issues are resolved promptly.
Own the end-to-end customer experience, including onboarding, service delivery, and ongoing support.
Proactively identify opportunities to improve customer satisfaction and retention.
Coordinate across and within teams (technical support, field services, account management) to ensure timely resolution of escalations.
Monitor service performance and implement corrective actions when necessary.
Provide regular updates and reporting to leadership on service status and improvement initiatives.
Available to support team during some evenings, weekends, and occasional holidays