Customer Success Manager

Description

The Customer Success Manager (CSM) manages a portfolio of strategic customers across the United States, ensuring they achieve measurable business value from Webbing's connectivity solutions while building long-term partnerships. The CSM serves as the trusted advisor throughout the customer lifecycle—from deployment and onboarding through adoption, growth, and renewal—working closely with Sales, Product, Engineering, Customer Operations, and Support.

Key Responsibilities:

Customer Success Management

• Build trusted relationships with customer stakeholders and executive sponsors.
• Develop and execute Customer Success Plans aligned with customer business objectives.
• Drive customer adoption, retention, satisfaction, and long-term growth.
• Monitor customer health, usage trends, and business outcomes.
• Identify customer risks and proactively lead mitigation plans.
• Act as the primary customer advocate within Webbing.

Customer Lifecycle Management

• Coordinate customer onboarding and deployment activities.
• Ensure successful implementation of Webbing products and services.
• Conduct regular customer cadence meetings.
• Lead Executive Business Reviews (EBRs) and strategic planning sessions.
• Track commitments and ensure timely follow-up on action items.

Business Growth

• Partner with Sales to identify expansion and cross-sell opportunities.
• Support strategic account planning and customer growth initiatives.
• Promote adoption of new products and platform capabilities.

Operational Excellence

• Maintain accurate customer records and Salesforce account hygiene.
• Document customer architecture, stakeholders, and success plans.
• Monitor SIM usage, data consumption, and service trends.
• Coordinate operational requests with Customer Operations and Support.
• Ensure timely communication during incidents and major service events.

Customer Site Visits

• Travel regularly to customer locations across the United States.
• Conduct on-site Executive Business Reviews, workshops, deployment meetings, and relationship-building visits.
• Strengthen executive relationships through face-to-face engagement.
• Support strategic customer initiatives and key business milestones.

Requirements

• 5+ years of experience in Customer Success, Account Management, Technical Account Management, Project Management, or similar customer-facing roles.
• Experience managing enterprise or B2B customers.
• Excellent communication, presentation, and relationship-building skills.
• Strong organizational, analytical, and project management abilities.
• Experience with Salesforce or similar CRM platforms.
• Professional English (spoken and wri