Senior Success Account Manager

Calix

13d

About The Position

Calix empowers Broadband Service Providers (BSPs) to simplify operations, excite subscribers, and grow business value through cloud platforms, software, and managed services. The Senior Account Manager – West is a senior post-sales leader responsible for owning account strategy, driving adoption and expansion, and guiding customers through their business and technology transformation journey. This role serves as the primary executive advocate for assigned BSP accounts, partnering closely with Sales, Product, Support, and Services to deliver measurable outcomes and long-term value. The Senior Account Manager operates with strong executive presence, combines strategic vision with tactical execution, and plays a critical role in renewals, growth, and customer loyalty across the Western region. Why This Role Matters The Senior Account Manager – West plays a pivotal role in retaining and growing Calix’s most important customer relationships, ensuring customers realize measurable value while positioning Calix as a long-term strategic partner in their evolution.

Requirements

8+ years of experience in senior-level customer success, account management, professional services, or post-sales leadership, preferably within telecommunications or SaaS.
Proven success leading customers through complex transformation initiatives in a consultative, executive-facing role.
Experience managing accounts in a matrixed, enterprise environment, partnering closely with Sales and cross-functional teams.
Demonstrated track record of driving renewals, expansion, and long-term customer value.
Strong executive presence, with the ability to influence and communicate effectively at all levels of an organization.
Excellent strategic thinking combined with disciplined execution and attention to operational detail.
Highly data-driven, with experience defining and tracking KPIs, customer health metrics, and business outcomes.
Strong technical acumen with the ability to translate complex concepts into executive-level insights.
Exceptional interpersonal, written, presentation, and facilitation skills.

Nice To Haves

Experience in the telecommunications / broadband industry.
Familiarity with Calix Cloud platforms (CEC, CCO, CSC) or similar SaaS ecosystems.
Background in marketing, business strategy, consulting, or customer transformation initiatives.

Responsibilities

Serve as the Account Success Leader and trusted executive point of contact for assigned CSP accounts, from post-sale through onboarding, transformation, renewals, and expansion.
Develop and execute joint account success plans in partnership with Sales, aligning customer business objectives with Calix solutions and success programs.
Orchestrate the end-to-end customer lifecycle, ensuring alignment across internal teams and consistent delivery of value.
Guide customers through their business and operational transformation journey, leveraging consultative expertise to influence strategy, priorities, and adoption.
Champion a value-based approach to Customer Success, defining success metrics, KPIs, and ROI tied to customer outcomes.
Monitor customer health, utilization trends, and risk signals; proactively lead mitigation plans and drive timely resolution of escalations.
Build and sustain strong relationships with customer executives and sponsors, strengthening Calix’s role as a strategic partner.
Co-deliver Quarterly Success Reviews (QSRs) and executive briefings that highlight outcomes, impact, and success stories.
Represent Calix as a thought leader through customer meetings, regional events, and industry forums (including ConneXions).
Drive renewals, retention, and expansion by anticipating customer needs and identifying upsell and cross-sell opportunities.
Capture and qualify growth opportunities, partnering with Sales to support pipeline development and deal execution.
Advocate for customer needs internally to influence roadmap alignment and solution evolution.
Collaborate in a matrixed environment with Sales, Product, Marketing, Support, Business Insights, and Services teams.
Provide program-level oversight for key initiatives, including planning, execution, timelines, and stakeholder communication.
Utilize systems such as Salesforce, Totango, and Microsoft tools to track performance, outcomes, and engagement.
Identify and implement continuous improvement initiatives that scale success and improve customer experience.